Virtually manages remote team in the Philippines and India assisting Admissions or Client related concerns about Mental Health and Substance use treatment.

Responsible for assisting client related concerns (Mental Health and Substance Use Treatment Center) and reaching out to potential clients through outbound call, making sure that we provide the help that they need to address mental health and substance use issues.

Conducts Communications, Product, and Process Training to new hires and responsible for creating training curriculum depending on the client needs and operations opportunities.

Supervises a team to ensure productivity and client metric attainment through real time coaching and development, for performance improvement.

Maintain, strengthen, and develop quality services through daily monitoring of field operations. Oversees day on day operations (24/7) to ensure quality service is provided to clients.Responsible for researching and developing marketing opportunities and planning and implementing new sales plans.

Supervise the activities and work volume of Call Centre (CC) Customer Services Representatives in attending to incoming customer enquiries and the resolution of issues raised, in order to provide optimal service delivery.

Responsible for real time monitoring, tracking, documenting and communicating agent activity. First point of contact for any escalations, outages, system issues or any other production impacting situations.Responsible for scheduling of man power to meet client's needs in their daily operations (oversees daily schedule - work hours and break schedules).

Works with customer service manager to ensure proper customer service is being delivered and secures client’s personal information by complying with Health Insurance Portability and Accountability Act of 1996 (HIPAA).

Responsible for the smooth and effective functioning of the store such as daily, monthly and quarterly inventory, daily briefing to make sure staffs are well informed of their daily targets and responsibilities, attends to all store related issues, and the like.