Supervisor (Call Center Operations)

We’re hiring experienced Supervisors for Call Center Operations who can start on July 7, 2026!

If you have at least 5 years of call center experience and 3 or more years' experience in a team lead/supervisor/leadership role, we’d love to meet you.

This is a full-time, permanent graveyard shift role based onsite at Eton Centris, Quezon City. (Note: training and nesting will be at Ortigas Center, Pasig City)

Join a team that values growth, stability, and career development!

What are some of the perks once you become part of this awesome team?

• Fixed weekends off

• HMO within first month of employment

• Insurance coverage upon regularization

• Paid time off even during probationary period

• Fun onsite and virtual activities/events

• Open door policy with avenues to gather employee feedback

• Highly performance-driven work environment, encouraging promotions from within

• Various learning and personal/professional growth and development opportunities

Duties include, but are not limited to, the following:

People Management & Leadership

• Supervise, coach, and support a team of customer service representatives handling healthcare and benefits-related inquiries

• Conduct regular performance reviews, one-on-one coaching sessions, and team huddles

• Manage attendance, schedule adherence, productivity, and employee engagement

• Identify training needs and partner with training teams to close skill gaps

Operations & Service Delivery

• Ensure daily operational targets and SLAs (AHT, QA, CSAT, FCR, productivity) are consistently met or exceeded

• Monitor real-time queue performance and proactively address service level risks

• Handle escalated member issues, complaints, and complex cases with professionalism and empathy

• Ensure accurate and timely resolution of inquiries related to eligibility, enrollment, claims, benefits, billing, and authorizations

Quality, Compliance & Risk Management

• Ensure adherence to HIPAA, PHI handling standards, and company compliance policies

• Reinforce quality standards through call observations, audits, and corrective action plans

• Collaborate with Quality Assurance to analyze trends and improve service outcomes

• Maintain accurate documentation and reporting for audits and regulatory requirements

Process Improvement & Collaboration

• Analyze performance data, call trends, and root causes to recommend process improvements

• Partner with Workforce Management, Quality, Training, and Client Services teams to optimize operations

• Support client requests, initiatives, and change management activities

• Participate in operational reviews and business performance discussions

Reporting & Administration

• Prepare and submit daily, weekly, and monthly performance reports

• Maintain accurate team records, action plans, and compliance documentation

• Support hiring, onboarding, and probationary evaluation of new team members

Requirements:

• 5+ years of relevant customer service experience (voice account)

• 3+ years of supervisory or team lead experience in call center operations; strong coaching, mentoring, and people-management skills

• Exposure to the following will be a big advantage:

  • US Benefits Administration experience with COBRA/Direct Bill, Retiree Counseling, Healthcare Exchange and/or Consumer Accounts

  • Supervisory or team lead experience in Healthcare Services, Health Insurance, Benefits Administration, Medicare, Medicaid, or Managed Care Environments

• Experience with call center metrics, reporting, and performance management

• Fluency with technology is required

  • Proficiency in CRM systems, call center tools

  • Comfort navigating multiple, concurrent applications/monitors

  • Ability to diagnose and own self-service and Member-facing technology issues

  • Embracing new technology and AI models as they are integrated into the organization

  • Willingness to render overtime work as needed especially during peak season.

• Desire for full-time onsite work.