Call Center Manager
New
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Global Medical Virtual AssistantsCall Center
Quezon City, National Capital Region, PhilippinesContractManager
SalaryRate is as high as $1600 (USD) monthly
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Job Details
- Languages
- English
- Experience
- At least three years of Call Center/Contact Center/Operations Management experience
- Required Skills
- Data AnalysisOperations ManagementMicrosoft ExcelStakeholder managementGoogle Sheets
Requirements
- Minimum 3 years of Call Center/Contact Center/Operations Management experience.
- Degree in a medical or healthcare-related field preferred.
- Strong knowledge of workforce management, staffing, scheduling, forecasting, and capacity planning.
- Proficiency in call center performance metrics, KPIs, and operational reporting.
- Highly proficient in English (written and oral).
- Strong analytical and problem-solving skills to interpret operational data.
- Proficiency in MS Office and Google Suite (specifically Excel/Google Sheets).
- Availability for night shifts.
- Primary internet connection of at least 100mb/s DSL/Fiber.
- Reliable backup internet connection (minimum 20mb/s).
- Backup computer and power supply (UPS) capable of 3 hours runtime.
Responsibilities
- Manage day-to-day planning, operations, and problem-solving to meet operational targets.
- Oversee workforce management including forecasting, capacity planning, and scheduling.
- Monitor performance metrics and identify trends or opportunities for improvement.
- Analyze operational data to prepare regular reports on productivity and service levels.
- Collaborate with leadership and stakeholders to implement action plans based on data insights.
- Address operational concerns and escalations impacting service delivery.
- Optimize call center processes and workforce management practices.
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