Associate Director for Operations

2 days ago

Taguig, National Capital Region, Philippines Private Advertiser Full time $90,000 - $120,000 per year

About the role

This is an exciting opportunity to join as an Associate Director for Operations - Healthcare. In this full-time role, you will be responsible for leading and managing the operations of the healthcare contact centre, ensuring efficient service delivery and exceptional customer experiences. The role is based in Taguig City, Metro Manila.

What you'll be doing

  1. Oversee the day-to-day operations of the healthcare contact centre, including staffing, scheduling, and resource management
  2. Develop and implement strategies to improve operational efficiency, productivity, and customer satisfaction
  3. Analyze performance metrics and data to identify areas for improvement and drive continuous optimization
  4. Lead and motivate a team of contact centre agents, supervisors, and support staff
  5. Collaborate with cross-functional teams to identify and resolve customer-related issues
  6. Ensure compliance with relevant industry regulations and company policies
  7. Contribute to the development and implementation of long-term operational plans

What we're looking for

  1. Minimum 5 years of experience in a call centre or contact centre management role, preferably in the healthcare industry
  2. Strong leadership and people management skills, with the ability to motivate and develop a high-performing team
  3. Excellent problem-solving and decision-making abilities, with a focus on driving continuous improvement
  4. Proficient in data analysis and reporting, with the ability to interpret and act on performance metrics
  5. Thorough understanding of contact centre operations, including workforce management, quality assurance, and customer experience
  6. Familiarity with relevant industry regulations and compliance requirements
  7. Excellent communication and interpersonal skills, with the ability to liaise effectively with stakeholders at all levels

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