Mgr Asst Customer Care (PHL) at Elevance Health

Pasay City, National Capital Region, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

BA/BS degree
5 years of related experience in a call center environment (or any combination of education and experience providing an equivalent background)

Responsibilities

Serve as the operations point of contact for day-to-day operations, including facilitating issue resolution and meeting goals and targets
Conduct performance reviews and participate in performance management initiatives
Act as a liaison for both internal and external groups for program initiatives
Contribute to creating, launching, and driving critical account initiatives and programs
Provide inputs to policies and processes impacting operations
Manage a team of CCR’s to ensure optimal execution of operations activities and that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis
Coordinate with workforce for staffing requirements and scheduling of agents, considering leaves, absences, and attrition
Arrange schedules to meet service metrics by efficiently handling forecasts and/or spikes in calls
Hire, train, coach, counsel, and evaluate performance of direct reports

Skills

Key technologies and capabilities for this role

Call Center OperationsPerformance ManagementTeam ManagementWorkforce ManagementStaff SchedulingHiringTrainingCoachingIssue ResolutionCustomer Care

Questions & Answers

Common questions about this position

What education and experience are required for this role?

A BA/BS degree is required along with 5 years of related experience in a call center environment, or any combination of education and experience that provides an equivalent background.

What are the main responsibilities of this position?

The role involves serving as the operations point of contact for day-to-day operations, facilitating issue resolution, conducting performance reviews, managing a team of CCRs to meet goals and metrics, handling staffing and scheduling, and hiring, training, coaching, and evaluating direct reports.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this assistant manager position?

Strong candidates will have a BA/BS and 5+ years in a call center environment, with skills in team management, performance coaching, staffing coordination, and operational issue resolution to ensure teams meet daily, weekly, and monthly metrics.

Elevance Health

Integrated health services and digital platform

About Elevance Health

Elevance Health focuses on enhancing the health of individuals throughout their lives by evolving from a traditional health benefits organization into a comprehensive health partner. The company serves over 118 million people, providing support at every stage of health through an integrated approach that addresses a wide range of health needs. Their services are backed by advanced capabilities and a digital health platform that streamlines access to care. Unlike many competitors, Elevance Health emphasizes a holistic view of health, aiming to redefine health and improve community well-being. The ultimate goal is to make health improvements accessible to everyone.

Indianapolis, IndianaHeadquarters

1944Year Founded

$309.4MTotal Funding

IPOCompany Stage

Enterprise Software, Social Impact, HealthcareIndustries

10,001+Employees

Benefits

Medical, dental, & vision insurance

401(k) + match

Paid holidays

Paid Time Off

Incentive bonus programs

Stock purchase plan

Life insurance

Wellness Programs

Financial education resources

Adoption & Surrogacy Assistance

Dependent-care Flexible Spending Account (DCFSA)

Parental Leave

Parental Transition Week

Critical Caregiving Leave

Risks

Departure of CFO John Gallina may create a gap in financial leadership.

Lawsuit against CMS over MA Star Ratings could lead to financial penalties.

CareBridge integration may face operational challenges, disrupting service delivery.

Differentiation

Elevance Health integrates whole health approach with digital health platform for comprehensive care.

Acquisition of CareBridge enhances home health services within Carelon division.

Strategic partnership with Clayton, Dubilier & Rice aims to innovate primary care delivery.

Upsides

AI integration in home health services can reduce hospital readmissions and improve outcomes.

Predictive analytics support early disease detection, aligning with Elevance's whole health approach.

Telehealth expansion offers opportunities to reach more patients remotely.

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