CSO Performance Excellence Manager
Makati, NCR, Philippines
2d ago

It’s Time For A Change

Your Future Evolves Here

Evolent Health has a bold mission to change the health of the U.S. by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day.

We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins.

We have fun while working hard and Evolenteers often make a difference working in everything from scrubs to jeans.

Are we growing? Absolutely and Globally. In 2021 we grew our teams by almost 50% and continue to grow even more in 2022. Are we recognized as a company you are supported by for your career and growth, and a great place to work?

Definitely. Evolent Health International (Pune, India) has been certified as Great Places to Work in 2021. In 2020 and 2021 Evolent in the U.

S. was both named Best Company for Women to Advance list by Parity.org and earned a perfect score on the Human Rights Campaign (HRC) Foundation’s Corporate Equality Index (CEI).

This index is the nation's foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ+ workplace equality.

We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day.

If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission.

Join a mission with a company behind it.

CSO Performance Excellence Manager

Position Summary

Put your management skills to work in a meaningful way and be a pioneer in this US Healthcare company that is coming soon to the Philippines! This US Healthcare company is looking for a dynamic and strategic CSO Performance Excellence Manager, to be a key leader of this company’s growing Customer Service Organization (CSO) team.

This individual will play a critical role in executing the company’s mission by providing leadership, direction and oversight of a high performing team operating Contact Centers for our Health Plan partners within multiple / state / site contact center global locations.

The Manager will report directly to the Senior Director and work collaboratively in a matrixed organization with key internal and external business partners to enable achievement of service level goals and standards, continually enhance the service strategy in alignment with the changing needs of our business and our customers, implementing upgrades, enhancements and / or process improvements as needed.

This position will coordinate with operations to ensure optimal frontline development is recurring on a consistent basis.

They will drive leadership development initiatives and organize, track, and manage the audit process for operational development and deliver reports, feedback and analysis to leadership.

They will manage flexi-staffing, training, development and deployment. The CSO Performance Excellence Team will also drive engagement, rewards and recognition efforts to ensure that the enterprise contact center environment is always highly motivated and engage during all hours of operation.

Roles & Responsibilities

  • The Manager, CSO Performance Excellence provides direct supervision of a CSO team, overseeing operational and performance excellence deliverables.
  • With the Senior Director and VP of CSO and other collaborative leaders, develop, implement and deploy a operational and performance excellence strategy that is aligned with organizational goals and focused on our customer / client and member experience.
  • Partnering with EVH Operations to identify and train CSO team members for flexi staffing responsibilities.
  • Lead the CSO teams on the development and composition of skills required from all CSR’s and address performance issues promptly and within the company values.
  • Responsible for directing and supporting the contact centers in the attainment of action plans and floor wide initiatives.
  • The Manager, CSO Performance Excellence will coordinate with support departments such as Quality, Training, Workforce and Reporting to consolidate and analyst data to provide root cause analysis aligned with organizational goals and focused on our customer / client and member experience.
  • Collaborate with business partners to address and resolve any gaps within the required timeframes to enable the organization to achieve performance metrics for financial performance, membership growth, retention, quality and compliance.
  • Provide leadership and direction through developing and updating procedures, programs, determining appropriate standards and procedures, implementing best operations practices and process improvement, determining staffing requirements, and training opportunities.
  • Partner with EVH Training and Development as well as other internal and external partners to ensure that staff is sufficiently trained and managed to accomplish shared goals.
  • Track and analyze contact center performance versus service goals / metrics; issue regular reports to the Senior Director and VP, Customer-Service, and site leadership management team of performance versus goals and recommended actions, including designing incentive and recognition programs and activities in collaboration with talent management.
  • Accountable for developing and sustaining a culture of customer service excellence and higher level of customer satisfaction, including measurement and continuous improvement.
  • Build a team environment through regular contact, communication, and onsite and conference call meetings with staff and the site leadership management team.
  • Identify opportunities and provide strategic planning for the contact centers to drive administrative efficiencies emphasizing cost-containment, quality, compliance and accuracy;
  • create buy-in among the staff and implement process and system improvements and standards.

  • Serve as a liaison between the Senior Director, Customer Service, senior leadership and the contact centers to cascade organizational strategies and goals to the contact centers site leadership management team.
  • Evaluate, manage, support and mentor direct reports through the use of one on ones, team meetings, performance evaluations and other means, identifying areas of opportunity and growth for the individual(s).
  • Provide guidance and support to operations personnel towards resolution of issues with an emphasis on root cause analysis and resolution of problems.
  • Regularly monitor and report to Senior and Executive leadership performance reports and data to inform decision-making, process design or improvement and program modification or implementation;
  • take timely corrective action and follow-up to ensure positive outcomes.

  • Present operations dashboards for management review; create and report operational tracking metrics and dashboards for monitoring performance.
  • Advise Senior and Executive leadership trends, problems, and issues as well as recommended course of action; ensure timely communication;
  • participate in the development and implementation of solutions.

  • Prioritize issues identified by business partners, internal team members and / or partner representatives and monitors progress in the resolution of the issues.
  • Serve on various committees and attends required meetings.
  • Perform other duties and projects as assigned.
  • Qualifications

  • College Graduate
  • 5 - 8 years of progressive experience within a customer service call center / contact center environment
  • 5+ years’ experience at a management level position, managing large teams in a call center / contact center environment
  • Project management experience or equivalent experience leading cross-functional teams to successful completion of projects
  • Experience demonstrating strong knowledge of leadership and professional development to assigned direct reports
  • Ability to easily manage and be flexible to fluctuations in demand of work and growth; effectively manage by reporting and strategizing on resource needs.
  • Significant inbound / outbound call center management experience including operations, performance metrics, continuous improvement, and process excellence and proven ability to scale call center / contact center operations to more than 500 CSR’s.
  • Strong working knowledge of communication channel operations (phone, email and live chat systems)
  • Entrepreneurial mindset geared toward the creation, execution and continuous improvement of operations and implementations
  • Demonstrated ability to formulate and execute business strategy to meet the strategic needs of the organization.
  • Exceptional problem solver with the ability to handle difficult situations; proven ability to remain calm in the face of a challenge and understanding of when and how to escalate an issue.
  • Strong communication skills (both written and oral)
  • Exceptional active listening, communication and presentation skills
  • Strong analytical and organizational skills
  • Ability to work collaboratively across partner / organizations
  • Models leadership and takes initiative
  • Proficient with Microsoft Office tools including Excel and Word
  • Call / contact center software application knowledge
  • Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

    Evolent Health intends to establish a great working environment in the Philippines and offers a competitive benefit package.

    Candidates offered a position must be able to successfully pass the background check.

  • Skills testing may be required. Employees will initially be hired by Genfinity with the expectation that they will be transferred to Evolent.
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