Call Center Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee daily call center planning, operations, and troubleshooting to achieve targets and operational objectives.

• Supervise workforce management, encompassing staffing needs, forecasting, capacity planning, scheduling, and attendance oversight.

• Manage staffing and scheduling to guarantee workforce availability in accordance with call volume and business requirements.

• Track key performance indicators and identify trends, gaps, and opportunities for improvement.

• Analyze operational data and compile regular reports on productivity, performance, staffing, service levels, and KPIs.

• Collaborate with leadership and stakeholders to create and execute action plans grounded in operational data and performance outcomes.

• Detect operational challenges through data analysis and suggest enhancements to efficiency, productivity, and call center performance.

• Address operational issues, escalations, and challenges impacting service delivery, staffing, or team performance.

• Work in partnership with team leaders, supervisors, and other departments to coordinate staffing, scheduling, performance expectations, and operational needs.

• Ensure adherence to and optimization of call center processes, procedures, and workforce management practices.

⛳️ Requirements

• A degree in a medical or healthcare-related discipline is preferred.

• A minimum of three years of experience in Call Center/Contact Center/Operations Management, with a strong grasp of workforce management and operational processes.

• Proficient in workforce management, staffing, scheduling, forecasting, and capacity planning.

• Solid understanding of call center performance metrics, KPIs, and operational reporting.

• Highly proficient in English, both written and verbal.

• Strong analytical and problem-solving abilities with a knack for interpreting operational data and recognizing trends and opportunities.

• Capable of working under pressure and collaborating with senior professionals in a team setting.

• Must be adept with MS Office applications and Google Suite, especially Excel/Google Sheets for data analysis and reporting.

• Excellent communication and stakeholder management abilities.

• Willing to work night shifts.

• Primary system requirements: Intel Core i5-6000 (6th Gen or higher) or AMD Ryzen 5 or higher processor, 8 GB RAM, Windows 11 64-bit or macOS Ventura, USB noise-cancelling headset, and clear video camera.

• Backup system must meet the specified processor, RAM, operating system, and headset requirements, or have a UPS capable of powering the workstation for at least 3 hours.

• Primary DSL/fiber internet connection with a minimum contracted speed of 100mb/s.

• Backup internet connection with a minimum cellular speed of 20mb/s.

🏝️ Benefits

• Salary can reach up to $1600 (USD) per month.

• Complimentary training provided.

• Paid time off available.

• HMO coverage included.

• Optical rewards offered.

• Performance-based salary increases.

• Permanent remote work opportunity.