EAP Supervisor (Clinical Manager) BPO

manila, National Capital Region

Posted 11 days ago


Company:: BPO-services
Company Description:: Customer Interaction: Handle inbound and outbound customer calls, emails, and chats with professionalism and empathy. Issue Resolution: Address customer concerns, troubleshoot problems, and provide effective solutions to ensure a positive customer experience. Product/Service Knowledge: Develop a deep understanding of our products/services to provide accurate information and support to customers. Documentation: Maintain detailed and accurate records of customer interactions, transactions, and issue resolutions. Team Collaboration: Work collaboratively with team members and other departments to achieve overall customer satisfaction goals. Adherence to Policies: Follow established procedures and guidelines to ensure compliance with company policies and industry standards. Continuous Improvement: Provide feedback on processes and suggest improvements for better efficiency and customer satisfaction. Requirements: High school diploma or equivalent; some college education preferred. Excellent communication skills in [language(s) required]. Previous customer service experience in a BPO or related industry is a plus. Ability to adapt to a fast-paced and ever-changing work environment. Strong problem-solving skills and a customer-centric mindset. Benefits: Competitive salary and performance-based incentives. Comprehensive training programs. Career growth opportunities within the organization. Health and wellness benefits. Positive and collaborative work culture. Join our team and be part of a dynamic BPO environment committed to delivering outstanding customer service! Apply now to embark on a rewarding career journey.
Contract Type:: Full Time
Experience Required:: 5 to 10 years
Education Level:: Bachelor’s Degree
Gender:: Any
Number of vacancies:: 5

Job Description

Overview of EAP Supervisor Duties:
• Line Management of Telephone Counsellors
• Performance Management of Telephone Counsellors
• Supervision of the team
• Team Recruitment
• Rota Management
• Clinical Case Escalation
Skillsets Required/Qualifications
• Active Mainland USRN License
• Experience managing remote teams
• At least 2 years of BPO Healthcare experience in a leadership role

***Utilization Management (UM) experience for 1 year.
***Educational Attainment - Masters in Psychology; License in Psychology
***Leadership experience for at least 6 years; 4- 7 years Sup - 2-3 years into Leadership; 7-12 years - Manager - 2-3 Yrs team management

• Knowledge of EAP services
• Strong business acumen and professional presentation
• Strong conflict resolution skills and customer focus
• Strong written and verbal communication skills
• Proficiency in MS Office applications
• Strength and experience in data analysis, planning, organization, accuracy, problem solving, prioritization and rapid execution of multiple tasks
• Proven ability to effectively communicate with all levels within the organization and be able to form effective collaborations with others
SG Level
27
27/28
Site
QC; Taguig; Makati; Muntinlupa; Cebu
Makati
Work Setup/Shift Schedule
Night Shift; Observes US Holidays; Hybrid
RTO; Shifting Schedule (24/7 operation); Observes US Holidays