Senior Operations Manager

2 days ago

Mabalacat, Philippines Newyorkfamilydentistry Full time

We are looking for a highly motivated and experienced Senior Operations Manager to lead our call center team. The ideal office based candidate will be able to manage, monitor, and coordinate the day-to-day operations of the call center, ensure that call center agents provide excellent patient experience, and meet performance and productivity goals. Key Responsibilities Plan, organize and manage the daily operations of the call center to ensure that patient experience and performance objectives are achieved. Develop and implement efficient and effective call center policies, procedures and systems Ensure that customer calls are answered in a timely manner and quality service is provided; Listen to calls on a regular basis to identify areas of improvement and ensure that staff is trained accordingly Shepard the development of a call center performance metric-based culture – including the preparation and delivery of daily, weekly, and monthly reports. Hire, train, coach, and develop call center staff to ensure that they have the skills, knowledge and confidence to perform their duties effectively. Monitor and manage call center staff attendance, time and leave. Ensure compliance with Philippines labor laws and regulations Work with other departments to ensure that there is a smooth and seamless patient experience. Qualifications Bachelor's degree in business administration, sales, or related field. At least 10 years of total call center experience, including at least 5 years of experience as a call center manager (or customer service manager or customer support manager). Experience with leading a team of at least 50 employees, with a strong preference for experience with leading a team of 100 employees or more Proven track record of meeting/exceeding performance goals and managing customer service. Have a high speed internet connection and dedicated workspace in order to work from home Knowledge of call center technology and management systems. Healthcare industry experience is a plus, although not required. General Skills Process Improvement Team Management Operations Management Quality Assurance (QA) Automation Tools (e.g., Flashbot, RPA) Reporting & Data Analysis Customer Relationship Management (CRM) Systems Risk & Compliance Management Project Coordination Training & SOP Implementation Internal & External Audits #J-18808-Ljbffr

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