Req ID:100676
NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a BPO Operations Manager - Healthcare Account to join our team in Quezon City, National Capital Region (PH-00), Philippines (PH).
Role Responsibilities:
Supervising a large sized team call center representatives as they provide support for customers ensuring highest quality of service
Providing guidance and support to team leaders.
Assisting team with escalated customer or account issues.
Managing the hiring, staffing, scheduling and maintaining of a diverse and effective workforce.
Training and coaching, monitoring performance of team and reports results and issues to delivery manager
Taking correction actions, as needed. Administers policies and guidelines that directly affect team activities.
Identifying trends and establishing call center goals
Career development / planning, performance and pay discussions of team members.
Interacting with customers and internal departments to resolve issues.
Compiling and analyzing data to identify trends for root cause analysis.
Leading staff to complete assignments using established guidelines, policies and procedures.
Demonstrating professional courtesy and represents the company in a positive manner in all areas of internal and external communications.
Appropriate record keeping of call center data, required reports, and ensuring related administrative functions are correct and maintained.
Taking on other tasks/projects/initiatives to support employees, other managers and the overall call center operations.
Required Skills:
Relevant educational background. College degree preferred.
2+ years of experience leading a team of 50+ employees where you responsible for hiring, coaching, and managing performance
5+ years of Inbound Call Center experience that required you to review the workflows. Experience in Inbound Call Center for a Third-Party Administrator preferred.
5+ years of experience in the US Healthcare market
5+ years of experience that required a knowledge of healthcare insurance policy concepts.
10+ year(s) of experience using a computer with Windows PC applications that required you to use Microsoft Office (Word, Excel, PowerPoint)
Fluent in English
Holding valid US visa is an advantage
About NTT DATA Services
NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.
NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.
