Senior Operations Manager

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