Contact center Operations Manager

2 days ago

Philippines IBS Consulting Services Full time ₱50,000 - ₱65,000 per year

Job Title: Contact Center Operations Manager

Location: Full Remote

Company: CloudBreak, Inc

About the Role

We are looking for an experienced Contact Center Operations Manager to lead our inbound and outbound teams for a HealthCare / Pharmaceutical Account. This role requires a proven leader who can drive operational excellence, deliver high-quality customer experiences, and achieve client KPIs in a fast-paced environment.

Key Responsibilities

  • Oversee the end-to-end operations of inbound/outbound contact center teams.
  • Monitor and analyze performance metrics (AHT, FCR, SLA, abandon rate) to ensure KPI achievement.
  • Workforce Management for accurate forecasting, scheduling, and real-time adjustments.
  • Design and implement Quality Assurance programs and drive CSAT/NPS improvements.
  • Lead, coach, and mentor Team Leads to foster high performance and professional growth.
  • Ensure compliance with company policies, labor laws, and data security requirements.
  • Oversee deployment and integration of call center platforms and CRM tools.
  • Drive process improvements using LEAN Six Sigma or other TQM methodologies.

Qualifications

  • Bachelor's degree in Business Administration, Communications, or related field (Healthcare BPO background a plus).
  • Minimum 5 years' experience in call center operations, including at least 2 years in a managerial role.
  • Strong knowledge of WFM systems (NICE IEX, Verint, Genesys), QA tools, CRM platforms (Salesforce, Zendesk), and analytics tools (Excel, Power BI, Tableau).
  • Certifications in WFM, Call Center Quality Management, COPC, HIPAA, or LEAN Six Sigma (Yellow Belt+) preferred.
  • Excellent leadership, problem-solving, and communication skills.

Why Join Us

  • Lead a talented team in a dynamic and growing company.
  • Opportunity to work with cutting-edge tools and processes.
  • Be part of a culture that values continuous improvement and professional development.

Job Type: Full-time

Pay: Php50, Php65,000.00 per month

Application Question(s):

  • REQUIRED: Please include a link to your 1–2 minute video introduction showcasing your relevant work experience.

Experience:

  • Customer support: 5 years (Required)
  • Leadership: 2 years (Required)

Work Location: Remote

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