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