Customer Service Team Manager

This role does not offer Visa/Work Permit Sponsorship

Job Requirements

• College/University Degree
• Extensive experience in Customer Service/Tech Support role in a BPO/Shared Services and related industries
• Experience in actual people management in customer service set-up in a BPO/Shared Services and related industries. Must be an actual Team Lead/Manager and have direct reports and has great exposure with performance management and related tasks
• Experience in IT Service Management systems, such as Service Now, and Contact Center Solutions and related tools
• Experience working on North America accounts and shift is preferrable
• Experience with Healthcare account is an added plus but not required
• Must be willing to work on a fixed night shift schedule (M-F US Business Hours, 9pm/10pm/11pm start times)
• Hybrid Set-Up reporting out our Makati Office 1-3x a week as necessary

Job Overview

We are looking for people that are as dedicated as we are to improving health equity and delivering quality care across the globe. We are looking for a skilled leader to manage in our Patient/Consumer Oracle Health support space within Global Support Shared Services.

As a Manager in the Patient/Consumer Support space, you will lead a team of analysts that supply phone, chat, and ticket support to patients using the Oracle Health Patient Portal solution. In this role, your responsibilities will include hiring, onboarding, planning, and directing the team's day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team or department. As well as communicate policies, practices, and procedures within the immediate area of responsibility to stakeholders within the department. Utilizing your knowledge of ideal outputs for Oracle Health, you will identify and lead team-level quality and process improvement initiatives. Leadership aspects include consistent and timely training, guidance, and feedback to encourage associate success, providing input on staffing and performance decisions for direct reports, and overall supervision of associates on your team.

Your responsibilities will include providing technical and functional leadership to your team and business. You will be responsible for driving the team's high quality support delivery via queue management and internal quality auditing of tickets and phone calls. Additionally, you will use your knowledge and skills to develop team members to achieve individual and team goals. You will communicate and implement plans for the team to deliver on operational targets and objectives.

• Managing and supporting a team handling customer/patient service requests and incidents
• Ensuring all support work is properly handled, documented, and escalated when necessary
• Maintaining quality standards for team and meeting customer SLAs
• Acting as an escalation point for complex issues
• Reviewing team performance and guiding them towards clear objectives