The Assistant Manager (B1) is responsible for leading a team of Customer Service Representatives handling voice-based customer interactions within dental insurance operations. The role focuses on driving daily performance, ensuring achievement of service level, quality, and productivity targets, and delivering a positive customer experience.
The Assistant Manager provides hands-on leadership through coaching, real-time floor support, and performance management, while addressing escalations and resolving complex customer concerns. The role also ensures adherence to process guidelines, compliance standards, and data privacy requirements.
In partnership with Quality, Training, and Workforce teams, the Assistant Manager drives continuous improvement, supports capability development, and reinforces a culture of accountability and service excellence. This role reports to the Lead Assistant Manager and serves as a key contributor to operational success and team engagement.
- The Assistant Manager (B1) is an operational frontline leader responsible for managing a team of Team Leaders and/or a single functional unit within the Contact Center. This role ensures the consistent delivery of service level targets, high-quality customer experience, and day-to-day operational efficiency through effective performance management, coaching, and real-time problem resolution.
- The Assistant Manager drives team performance by closely monitoring key metrics (e.g., service level, AHT, QA, attendance), conducting regular coaching sessions, and implementing action plans to address performance gaps. The role is also accountable for maintaining discipline, reinforcing compliance to company policies, and ensuring accurate documentation of incidents and employee actions.
- This role supports workforce planning through attendance management, schedule adherence, and coordination with Workforce and Training teams to ensure staffing readiness and capability development.
- The Assistant Manager collaborates with cross-functional partners (QA, Training, Workforce, HR) to execute process improvements, quality initiatives, and engagement activities that enhance team productivity and employee experience.
- The Assistant Manager escalates risks, issues, and performance concerns to the Lead Assistant Manager, while providing timely updates and supporting the execution of strategic directives.
- This position serves as a foundational leadership role, building strong people management skills and preparing for broader operational ownership as a Lead Assistant Manager, with increasing accountability for business outcomes and decision-making.
Philippines:
● HS or SHS graduate or at least 2nd year in college no back subjects
Bachelor’s degree preferred; equivalent experience may be considered.