Wellness Manager - Manila, Philippines - GlowTouch Technologies

    GlowTouch Technologies
    GlowTouch Technologies Manila, Philippines

    6 araw ang nakalipas

    Buong oras
    Paglalarawan
    UnifyCX is growing and looking for Wellness Counselors to join our motivated and ambitious team in the Philippines. The Content Moderation Wellness Counselor provides emotional, psychological, and occupational support to moderators who are regularly exposed to sensitive, graphic, or distressing content. This role helps mitigate burnout, compassion fatigue, and secondary trauma by delivering counseling, wellness check-ins, resiliency training, and crisis-response guidance.

    This position is essential in maintaining the mental well-being, performance stability, and retention of moderators working in high-risk Trust & Safety environments.

    Key Responsibilities
    • Program Leadership & Strategy
    • Design and lead a comprehensive wellness and resiliency program tailored to content moderation environments.
    • Oversee wellness counselors, coaches, or external providers.
    • Develop strategies for burnout prevention, secondary trauma reduction, and emotional support.
    • Risk Management & Data Insights
    • Analyze trends related to attrition, absenteeism, PTO spikes, QA errors, and behavioral indicators of emotional fatigue.
    • Create early-warning systems to flag at-risk employees.
    • Collaborate with Operations and HR on interventions or support pathways.
    • Crisis Response & Escalation Oversight
    • Lead the response plan for wellness-related critical incidents.
    • Ensure appropriate follow-up, counseling support, and documentation.
    • Maintain trauma-informed leadership standards across teams.
    • Training & Education
    • Build and deliver wellness training for moderators, TLs, QA, and leadership.
    • Train leaders on trauma-informed practices, soft-skill support, and burnout identification.
    • Ensure new hires receive resiliency orientation and ongoing refreshers.
    • Policy, Compliance & Documentation
    • Maintain confidentiality and ensure adherence to mental health regulations (HIPAA, EAP standards).
    • Provide anonymized wellness reporting to Operations and clients.
    • Maintain process documentation, SOPs, and wellness escalation maps.
    • Cross-Functional Partnership
    • Partner with Operations, QA, Training, HR, and client Wellness Teams to strengthen workforce health.
    • Participate in WBR/MBR/QBR business reviews, providing wellness insights.
    • Offer recommendations to adjust workflows, break structures, or queue management based on counselor feedback.
    • Leadership & Team Management
    • Hire, onboard, train, and mentor wellness counselors.
    • Conduct performance evaluations and provide coaching to wellness staff.
    • Develop career pathways for wellness professionals inside the program.

    Required Skills & Competencies
    • Expertise in trauma-informed care, crisis intervention, and behavioral health support.
    • Strong leadership, communication, and coaching abilities.
    • Ability to build wellness programs from concept to execution.
    • Empathy balanced with boundaries and discretion.
    • Ability to collaborate across high-pressure operational environments.
    • Strong analytical and reporting skills.

    Qualifications

    Required
    • Bachelor's degree required; Master's degree strongly preferred (Counseling, Psychology, Behavioral Health).
    • 3–5 years of experience in mental health or wellness leadership roles.
    • Experience supporting high-risk groups exposed to trauma, graphic content, or crisis environments.
    • Supervisor or management experience.
    • Must be legally authorized to work in the U.S.

    Preferred
    • Licensed mental health professional (LCSW, LPC, LMFT, Psychologist).
    • Experience in BPO, Trust & Safety, law enforcement, emergency response, or military support programs.
    • Experience managing EAP programs or resilience initiatives.

    Why Join Us
    • Work with a mission-driven team protecting global online communities.
    • Competitive compensation and U.S.-based benefits.
    • Career growth within Operations, QA, Training, Workforce Management, and Trust & Safety leadership.
    • Supportive, structured, and wellness-focused workplace culture.

    Who We Are:

    UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

    UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.
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