Senior Operations Manager

2 weeks 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
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