💼 Position: Senior Operations Manager – Call Center
Location: Office-based (Philippines)

We are seeking a highly motivated and experienced Senior Operations Manager to lead our call center team. This role is ideal for a dynamic leader who can oversee day-to-day operations, ensure excellent patient experiences, and drive performance and productivity goals across a large team.

⭐ Key Responsibilities

• Plan, organize, and manage daily call center operations to achieve patient experience and performance objectives.
• Develop and implement efficient policies, procedures, and systems to streamline call center operations.
• Ensure customer calls are answered promptly, with high-quality service consistently delivered.
• Regularly monitor calls to identify areas for improvement and train staff accordingly.
• Foster a performance metric-driven culture, preparing and delivering daily, weekly, and monthly performance reports.
• Hire, train, coach, and develop call center staff to ensure they have the knowledge, skills, and confidence to succeed.
• Monitor and manage staff attendance, time, and leave in compliance with labor regulations.
• Collaborate with other departments to provide a seamless patient experience.

📌 Qualifications

• 3-5+ years of call center experience, including years in a managerial role (Call Center Manager, Customer Service Manager, or Customer Support Manager).
• Proven experience managing 50+ team members, ideally 100+ employees.
• Strong track record of meeting/exceeding performance goals and driving customer satisfaction.
• Knowledge of call center technology and management systems.
• Healthcare industry experience is a plus, but not required.

🌟 Key Skills

• Operations & Team Management
• Quality Assurance (QA) & Audits
• CRM Systems & Customer Relationship Management
• Training, Coaching & Staff Development
• Project Coordination & Internal/External Audits

🌟 Why You’ll Love This Role

• Lead a high-performing call center team in a fast-paced, dynamic environment.
• Drive initiatives that improve patient experience and operational efficiency.
• Work closely with leadership to shape call center strategy and culture.