Call Center Leadership Opportunity

1 day ago

Mabalacat, Central Luzon, Philippines beBeeOperations Full time ₱900,000 - ₱1,200,000
Senior Operations Manager Job Description

We are seeking a highly motivated and experienced Senior Operations Manager to lead our call center team.

The ideal candidate will be able to manage, monitor, and coordinate the day-to-day operations of the call center, ensuring 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.
  • Spearhead 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 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 a 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.
  • A high-speed internet connection and dedicated workspace to work from home.
  • Knowledge of call center technology and management systems.
  • Healthcare industry experience is a plus, although not required.

Benefits:

This role offers a challenging and rewarding opportunity for a motivated professional to take on a leadership position in a fast-paced environment.

How to Apply:

Please submit your application, including your resume and a cover letter, to us.

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