Member Services Supervisor

Onsite | Makati City

Key Responsibilities:

• Lead, mentor, and support Operations Coordinators to deliver high-quality member experiences across all service channels (phone, email, and chat)
• Monitor daily team performance to ensure adherence to service-level agreements (SLAs), key performance indicators (KPIs), and quality standards
• Act as the first point of escalation for complex member inquiries, complaints, and benefit-related concerns, ensuring prompt and effective resolution
• Coordinate with Claims, Provider Relations, Operations, and IT teams to resolve member issues and improve service delivery
• Identify process improvement opportunities and recommend solutions to enhance member satisfaction and operational efficiency
• Track service metrics, analyze trends, and provide regular performance updates to management
• Conduct coaching sessions, training,...