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SUPERVISOR, CONTACT CENTER

XTN-8668274

City
N/A, N/A
Schedule
Office Location
KMC site or other business locations as may be instructed by KMC Solutions from time to time

Make your next big career move by applying as KMC Solutions' next SUPERVISOR, CONTACT CENTER

Has primary responsibility for supervision of a variety of Contact Center Services staff. Manages day-to-day operations in the achievement of defined service objectives. Supports management to assure team alignment with the overall goals and objectives of the Operations Business Unit and the Corporation. Provides leadership to ensure the highest levels of quality, service, performance levels, and efficiency standards are implemented and maintained. Trains and develops staff to successfully perform their duties and advance within the Operations career path. Relies on knowledge and experience of healthcare operations concepts, practices and procedures. Takes responsibility for personal growth and career engagement. A wide degree of independence, latitude and creativity is expected.

On top of your salary, here are the exciting benefits you can look forward to:

  • Health Insurance/HMO
  • Enjoy unlimited MadMax Coffee
  • Diverse learning & growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above standard leaves

The main responsibilities of a SUPERVISOR, CONTACT CENTER include:

  • Responsible for delivering exceptional service to customers, including open channels of communication, prompt response to inquiries and requests, and timely, accurate results that meet client specifications. Ensures that staff is properly trained and supervised in order to timely and accurately execute processing needs in compliance with performance standards and regulatory agencies.
  • Supervises on average, 12+ staff members, including interviewing and recommending candidates for hire, coaching and developing staff members, assigning and monitoring work in progress, evaluating performance, enforcing attendance & performance standards, administering employee corrective action, and making compensation recommendations. Models and cultivates staff behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership. Ensures that staff members are aware of business plan objectives, individual accountabilities, and the competencies critical to successful job performance
  • Supervises assigned work group to achieve service commitments, including sustainable, measurable, accurate, reliable, and timely execution of service deliverables. Provides day-to-day leadership, including administering policies, business processes, quality standards, and performance measurement criteria. Sets high standards and encourages new ideas for improving organizational performance.
  • Partners with other MedImpact teams to effectively resolve customer issues and inquiries to ensure mutual success, supports new business. Participates as a member of cross functional workgroups, teams, and committees as assigned.
  • Sets high standards and encourages new ideas for improving team performance. Takes informed risks and remains open minded and flexible. Promotes continuous improvement by documenting processes, assigning roles & responsibilities, and measuring results. Seeks out and actively participates in business initiatives that contribute to service excellence.
  • Utilizes planning, prioritizing, and organizational skills to effectively deploy the assets, tools, and processes necessary to achieve business objectives.
  • Works with Call Center Manager and Director to implement strategic business work plan goals.
  • Maintains commitment to operational goals in the face of obstacles and collaborates with internal customers. Cultivates positive relationships with MedImpact customers through direct interaction and by achieving positive customer satisfaction results. Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues. Promptly responds to service failures, resolves issues, and escalates concerns as appropriate.

To apply, you must be an expert on the following requirements:

  • Client Responsibilities
    This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients; Manage difficult or emotional client situations.
  • Supervisory Responsibilities:
    Directly supervises non-exempt employees that support the Contact Center Services function. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Qualifications
    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
  • Education and/or Experience
    Bachelor's degree from four-year College or university; or equivalent combination of education and experience. A minimum of 2-3 years experience in a PBM or healthcare environment preferred. A minimum of 2 years of leadership experience. Demonstrated ability to positively interact with clients, customers and assigned staff. Demonstrated willingness to take accountability for achieving service commitments and a demonstrated ability to achieve results.
  • Computer Skills
    Proficiency with MS Windows Office programs, including MS Word, Excel, and Outlook to create complex documents, manage schedules, and analyze data.
    Certifications, Licenses, Registrations
    Current Pharmacy Technician License and/or CPhT certification preferred.

It will also be favorable if you are knowledgeable in:

  • Excellent skills in written and oral communication; organization/prioritization; decision-making; problem analysis and resolution; negotiation; team building; and leadership. Ability to maintain a high degree of confidentiality using, tact, discretion, and professionalism in all aspects of the job. Strong attention to detail and follow-through skills.
    Demonstrated ability to appear for work on time, follow directions from a supervisor, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment. Demonstrated ability to meet or exceed the competencies as listed on the attached sheet.
  • Reasoning Ability:
    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Language Skills:
    Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Mathematical Skills:
    Ability to calculate and apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
  • Competencies:
    To perform the job successfully, an individual should demonstrate the following competencies:
    Results-Oriented Management - Translates vision and objectives into concrete action steps, sets priorities for use of resources by focusing on actions with optimal impact for the business, identifies obstacles to plans and takes steps to resolve them, communicates and implements realistic, effective plans with clear objectives and milestones.
  • Team Leadership - Fosters teamwork by clearly communicating goals and direction, building team spirit, encouraging positive working relationships, and encouraging individuals to take on new roles that draw fully on their talents.
  • Mentorship - Encourages people to develop their talents and pursue their goals, gives people opportunities to take on new roles and responsibilities when appropriate, offers constructive feedback, helps the individual construct a career development program following up as appropriate, and puts people in contact with others and with resources that will help them develop further.
  • Professional Knowledge - Is knowledgeable about the business, possesses relevant job-specific and technological expertise, clearly understands the organizational structure, handles office politics well, and displays financial acumen.
  • Customer and Quality Focus - Actively demonstrates a personal concern for understanding client needs, ensuring the quality of products and services, maintains a high level of customer satisfaction, and contributes to continuous improvement of products and processes.
  • Problem Solving - Analyzes problems logically to identify root causes, seeks input from a wide range of sources, asks insightful questions and formulates effective solutions.
    Communication -Expresses self clearly and effectively in face-to-face interactions, presentations and written documents, and employs active listening skills to ensure productive interactions.
  • Interpersonal Effectiveness - Demonstrates good people skills by showing a commitment to teamwork, resolving conflicts effectively and with respect for others’ viewpoints, respecting differences and building strong relationships and networks.
  • Initiative - Proactively gathers and analyzes information, assesses situations and identifies challenges and opportunities, sees what needs to be done and takes appropriate action.
    Adaptability - Adjusts quickly to evolving situations by integrating new information, remaining flexible, recognizing and implementing necessary changes and taking advantage of opportunities presented by new developments.
  • Physical Demands:
    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.
  • Work Environment:
    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is in an office setting and is exposed to moderate noise (examples: business office with computers and printers, light traffic).
  • Working Hours:
    This is an exempt level position requiring one to work the hours needed to get the job done. Also, the Contact Center is open 24 hours per day each day of the year. Therefore, one must have the flexibility to work beyond traditional hours and be able to work nights, weekends, or on holidays as required. This may be changed from time to time to meet the needs of the business.
  • Travel:
    This position requires travel a minimum of 10% of the time. Also, attendance maybe required at various local training sessions and/or meetings.

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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