Customer Service Center Manager

4 days ago


Taguig, National Capital Region, Philippines WTW Full time ₱1,500,000 - ₱2,500,000 per year
  • Taguig, Metro Manila, Philippines

Bevorzugt

Description

The Role

  • Collaborate with U.S. based Service Center Manager to support ongoing client relationship, requirements and resolve escalated client issues as needed
  • Work with U.S. based Service Center Manager to provide reporting and trend information to clients, make recommendations to clients to improve service and efficiencies
  • Consult internally with other WTW colleagues in order to develop domain knowledge for benefits technologies to consult with clients and translate the requirements into call center system functionality.
  • Provide direct management to team members. Train, mentor and develop staff in the Service Center.
  • Perform ongoing feedback, reviews and participate in other people management activities
  • Assist associates with career development
  • Foster teamwork, positive morale, open communication and "make this a great place to work".
  • Drive consistent team methodology, process and deliverables.
  • Ensure that standardized work processes, tools, and methodologies are being used to improve quality and profitability
  • Implement standardized work processes, tools, and methodologies within the group to improve quality and profitability
  • Balance workload and maximize utilization for the group.
  • Resolve team/resource issues or elevate to service center leadership as needed.
Qualifications

The Requirement

  • Bachelor's degree (preferred)
  • Strong customer services focus (minimum 4 years' experience in Customer Service setting).
  • Working knowledge of health & welfare and/or defined benefit pension plans
  • At least 2 years' experience with people management
  • Strong interpersonal skills particularly in resolving group management issues.
  • Demonstrate strong written and verbal communication, time management, and project organization skills
  • Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems; the ability to use several at the same time
  • Ability and desire to promote professional development of staff
  • Ability to motivate group members to initiate process improvements
  • Ability to learn new technologies and solve problems in a complex environment
  • Be available for extended work hours as needed
  • Demonstrate client service focus and flexibility in supporting client requests
  • Demonstrate commitment to quality and continuous improvement
  • Demonstrate a desire to learn and accept new challenges

WTW is an equal opportunity employer



  • Taguig, National Capital Region, Philippines myGwork - LGBTQ+ Business Community Full time ₱1,200,000 - ₱2,400,000 per year

    This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.DescriptionThe RoleCollaborate with U.S. based Service Center Manager to support ongoing client relationship, requirements and resolve escalated client issues as neededWork with...


  • Taguig, National Capital Region, Philippines Bosch Service Solutions, Inc. Full time ₱180,000 - ₱250,000 per year

    Company DescriptionAt Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people's lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join inand feel the difference.Established in 1985 as a monitoring center and provider of...


  • Taguig, National Capital Region, Philippines CONVERGINT SINGAPORE PTE. LTD Full time ₱900,000 - ₱1,200,000 per year

    Job ResponsibilitiesImplement Convergint APAC service center operation standard strictly, to provide service call answering, case creation, and CS team coordination.Follow up closed cases, and do service survey call weekly, meanwhile, to provide service survey feedback report.Create RPM plans on Netsuite either new project handover or maintenance contract...


  • Taguig, National Capital Region, Philippines Canon Business Service Centre (PHL) Full time ₱600,000 - ₱1,200,000 per year

    About UsAs a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services Centre Philippines helps organisations optimise, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet...


  • Taguig, National Capital Region, Philippines Top Access Infinity Inc. Full time ₱150,000 - ₱250,000 per year

    Job description:Responsible in providing excellent customer service in all platforms of vivo (email,phone,chat,social media)Accurately encode all inquiries in the company's CRM.Responsible in taking care of the customers maintenance work orders, follow up and solve their problems in a timely manner.Act as brand ambassadors of vivo in each platforms showing...


  • Taguig, National Capital Region, Philippines Canon Business Service Centre (PHL) Full time ₱250,000 - ₱500,000 per year

    Essential dutiesCustomer Service• Support team to ensure swift resolution to customer issues.• Establish and maintain a strong relationship with Client and all customers across multiple levels of their business.• Ensure CIF's are current, regularly reviewed and uploaded into PaT• Complete understanding of your clients SOP's• Ensure emails are...


  • Taguig, National Capital Region, Philippines First Source Solutions Limited Full time ₱150,000 - ₱250,000 per year

    Role Description: Working under the direction of the Call Center Supervisor, the Customer Service Representative plays a pivotal role in addressing incoming customer calls concerning reverse mortgage products and servicing matters. As the initial and principal point of contact for customers, the Customer Service Rep will route calls to appropriate service...


  • Taguig, National Capital Region, Philippines Firstsource Solutions Limited Full time ₱150,000 - ₱250,000 per year

    Role Description: Working under the direction of the Call Center Supervisor, the Customer Service Representative plays a pivotal role in addressing incoming customer calls concerning reverse mortgage products and servicing matters. As the initial and principal point of contact for customers, the Customer Service Rep will route calls to appropriate service...


  • Taguig, National Capital Region, Philippines Bosch Full time ₱250,000 - ₱450,000 per year

    Company DescriptionAt Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people's lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in and feel the difference.Established in 1985 as a monitoring center and provider of...


  • Taguig, National Capital Region, Philippines Private Advertiser Full time ₱20,000 - ₱28,000 per year

    Company DescriptionSyspro BPO Inc. is a trusted outsourcing company based in the Philippines, operating on a 24/7 shift schedule to serve clients across various time zones. As part of the Royal Cargo Group, Syspro BPO Inc. offers dedicated support and service solutions in key business areas including Human Resources, Accounting, Marketing, Customer Service,...