Call Center Manager – Communications

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

📋 Description

• Supervise the daily operations of the live answering and call-routing services.

• Ensure that incoming calls are addressed professionally and routed to the correct individual or department.

• Evaluate call quality, response times, and message precision.

• Recognize recurring inquiries, complaints, and communication challenges, and report significant trends to leadership.

• Deliver a warm and professional experience for clients, families, caregivers, referral sources, and community partners.

• Assist callers in navigating the organization and connecting with the appropriate resources.

• Maintain comprehensive call guides, FAQs, and scripts for frequently asked questions.

• Ensure that urgent calls and escalations are appropriately directed to Scheduling, Client Services, HR, or leadership.

• Facilitate clear and consistent information flow between departments.

• Support internal communication to ensure employees stay informed and aligned.

• Monitor common questions and issues through the phone system and identify chances to enhance communication and processes.

• Aid in company communications, documentation, and special projects.

• Coordinate follow-up activities across various departments.

• Help guarantee that important tasks move from discussion to execution.

• Assist with HR-related communications and projects, including employee communications, documentation, employment verification, and policy or process support.

⛳️ Requirements

• Exceptional communication skills via phone, email, and in person.

• Warm, professional, confident, and service-oriented demeanor.

• Highly organized and reliable.

• Ability to juggle multiple priorities without losing sight of details.

• Takes initiative and follows through without the need for constant reminders.

• Demonstrates good judgment in handling sensitive situations.

• Knows when to resolve an issue directly and when to escalate it.

• Works effectively with employees at all levels within the organization.

• Comfortable with learning new systems, processes, and responsibilities.

• Preferred experience in call center or high-volume phone operations, customer service, office or administrative management, healthcare, home care, senior care, employee or internal communications, HR or employee-relations support, or project coordination.

🏝️ Benefits

• HMO with 1 free dependent upon hire.

• Life Insurance.

• 20 PTO credits annually.

• VL and SL cash conversion.

• Annual Performance-Based Merit Increases and Employee Recognition.

• Great Company Culture.

• Career Growth and Learning Opportunities.

• Work From Home, Night Shift options.

• Allowance.