We are looking for a highly motivated and experienced Call Center 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

• Call Center Operations

• Team Leadership

• Quality Assurance

• Coaching and Mentoring

• Workforce Management

• Conflict Resolution

• Escalation Management

• Call Center Software (e.g., Five9, Zendesk, Genesys, Avaya)

• CRM Platforms (e.g., Salesforce, HubSpot)

• Data Analytics Tools

• Key Performance Indicators (KPIs)

• Resource Allocation