Call Center Manager (Night Shift)

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.

The Call Center Manager position comes with an attractive salary package and benefits, and an opportunity to work in a dynamic and fast-paced environment with opportunities for growth and advancement.

• Job 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.

• Job 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.

• Strong written and verbal communication skills to effectively relate data to coworkers

Excellent critical thinking skills to help solve business problems and make decisions

• Tendency to pay close attention to small details that could impact results

General knowledge of business operations, objectives, strategies, process and information flow

• Outstanding organizational skills

Have a positive and a can-do attitude

Job Type: Full-time

Benefits:

• Additional leave

Company Christmas gift

• Free parking

Health insurance

• On-site parking

Opportunities for promotion

• Staff meals provided

Schedule:

• 8 hour shift

Night shift