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    Customer Service Center Manager (Night Shift)

    Taguig, Metro Manila, Philippines

    Customer Service Center Manager (Night Shift)

    • 202501750
    • Taguig, Metro Manila, Philippines
    • Full time
    • Closing on: Jun 30 2025

    Description

    • Collaborate with U.S. based Service Center Manager to support ongoing client relationship, requirements and resolve escalated client issues as needed
    • Work with U.S. based Service Center Manager to provide reporting and trend information to clients, make recommendations to clients to improve service and efficiencies
    • Consult internally with other WTW colleagues in order to develop domain knowledge for benefits technologies to consult with clients and translate the requirements into call center system functionality.
    • Provide direct management to team members.  Train, mentor and develop staff in the Service Center.
      • Perform ongoing feedback, reviews and participate in other people management activities
      • Assist associates with career development
      • Foster teamwork, positive morale, open communication and “make this a great place to work”.
    • Drive consistent team methodology, process and deliverables. 
      • Ensure that standardized work processes, tools, and methodologies are being used to improve quality and profitability
      • Implement standardized work processes, tools, and methodologies within the group to improve quality and profitability
    • Balance workload and maximize utilization for the group.
    • Resolve team/resource issues or elevate to service center leadership as needed.
       

    Qualifications

    • Bachelor’s degree (preferred)
    • Strong customer services focus (minimum 4 years’ experience in Customer Service setting).
    • Working knowledge of health & welfare and/or defined benefit pension plans
    • At least 2 years’ experience with people management
    • Strong interpersonal skills particularly in resolving group management issues.
    • Demonstrate strong written and verbal communication, time management, and project organization skills
    • Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems; the ability to use several at the same time
    • Ability and desire to promote professional development of staff
    • Ability to motivate group members to initiate process improvements
    • Ability to learn new technologies and solve problems in a complex environment 
    • Be available for extended work hours as needed
    • Demonstrate client service focus and flexibility in supporting client requests
    • Demonstrate commitment to quality and continuous improvement
    • Demonstrate a desire to learn and accept new challenges

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