Philippines onlyClearSource is a people-driven company focused on delivering exceptional customer experiences every day! We truly believe in our Core Values – Customer First, Personal Accountability, Humble Courage, Hungry, and Happy & Healthy. They define ClearSource’s DNA and make us a great company to work for. We support all our people in helping them realize their greatest potential.
ClearSource is looking for an exceptional Operations Manager to work with our Operations Director. If you are a strategic, people driven, collaborative mindset and want to join a company with a fantastic work culture, then this opportunity is for you!
Enjoy these outstanding perks and benefits:
- Competitive salary
- Medical and dental Insurance (with free dependents)
- Group life insurance
- Paid time off (PTO)
- Outstanding career growth
- Passionate, energetic & innovative work culture
- Friendly, team-driven environment
- Skills and leadership development
What you will do as an Operations Manager
- Draft and/or review role definitions for all positions under management on a quarterly basis to set and communicate expectations.
- Conduct ClearSource leadership training for new leaders and regularly review this model with all leaders under management.
- Design and promote high visibility of key performance indicator (KPI) reports which monitor progress toward program goals for production- and supervisor-level staff.
- Update the People Analyzer for direct reports weekly.
- Conduct a weekly team meeting with direct report leaders to:
- Review production results.
- Perform root cause analysis and resolution of issues.
- Identify opportunities to recognize good performance.
- Conduct a weekly one-on-one meeting with each direct report leader to:
- Review and discuss the progress of their team (People Analyzer).
- Ensure alignment of mutual expectations.
- Assess and improve job satisfaction.
- Conduct a weekly coaching session with each direct report leader to assess and improve their leadership skills, including their adherence to the standard practice for coaching sessions.
- Oversee the selection of new hires and internal promotions through interviews and/or review of recorded interviews.
- Conduct a weekly quality calibration meeting with each client for programs under management and own the resolution of findings identified.
- Establish and measure expectations of Support Depts.
- Assess the efficacy of technology, tools, and systems, communicating any opportunities to the IT department or client, as needed.
- Monitor onboarding and offboarding practices to ensure support departments follow the company’s standard processes for such activities.
- Assess the efficacy of training efforts and provide feedback to the Learning and Development department to close gaps in knowledge and skill.
- Assess the efficacy of recruiting efforts and provide feedback to the Recruiting department regarding candidate criteria and selection.
- Review all disciplinary actions to ensure alignment with principles taught in the company’s leadership training program, the ClearSource Core Values, and the ClearSource Code of Conduct.
- Handle the resolution of client requests and escalations in a timely manner.
- Escalate with urgency any disruptions to business, issues negatively affecting employee welfare, or situations that might lead to client distrust.
- Align employees around our mission through education and initiatives.
- Perform other duties and responsibilities that may be assigned from time to time.
- Live and teach the ClearSource Core Values (Customer First, Personal Accountability, Humble Courage, Hungry, Happy and Healthy).
- Excellent English communication skills
- Graduate of any 4-year course
- At least 4 years of leadership and managerial experience
- 5+ years of BPO experience
- 3+ years of Operations Manager experience
- Proven experience on managing Healthcare/Health Insurance LOB
