Assistant Manager for Contact Center - Iloilo

Carelon Global Solutions · Iloilo

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Position Title:

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Job Description:

Responsible for serving as the operations point of contact in for day-to-day operations, including but not limited to,

facilitating issue resolution, meeting goals and targets

Primary duties may include, but are not limited to:

• Conducts Performance reviews and participates in performance management initiatives.
• Acts as a liaison for both internal and external groups for program initiatives.
• Contributes in creating, launching and driving critical account initiatives and programs.
• Provides inputs to policies and processes impacting the operations.
• Manages a team of CCR’s in the optimal execution of operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly and monthly basis.
• Coordinates with workforce for staffing requirements and scheduling of agents given leaves, absences and attrition. 
• Arranges schedules to meet the service metrics by efficiently handling the forecast and / or spikes in call. Hires, trains, coaches, counsels, and evaluates performance of direct reports.

 Requires a BA/BS; 5 years of related experience in a call center environment; or any combination of education and experience, which would provide an equivalent background.

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