Senior Operations ManagerNewyorkfamilydentistry • Philippines
No longer accepting applications
Senior Operations Manager
Newyorkfamilydentistry • Philippines
1 day ago
Job description3-5+ years of call center experience , including years in a managerial role (Call Center Manager, Customer Service Manager, or Customer Support Manager). Proven experience managing 50+ team members , ideally 100+ employees. Strong track record of meeting / exceeding performance goals and driving customer satisfaction. Knowledge of call center technology and management systems . Healthcare industry experience is a plus, but not required. Operations & Team Management Quality Assurance (QA) & Audits CRM Systems & Customer Relationship Management Training, Coaching & Staff Development Project Coordination & Internal / External Audits Lead a high-performing call center team in a fast-paced, dynamic environment. Drive initiatives that improve patient experience and operational efficiency . Work closely with leadership to shape call center strategy and culture.
Position : Senior Operations Manager – Call Center
Location : Office-based (Philippines)
We are seeking a highly motivated and experienced Senior Operations Manager to lead our call center team. This role is ideal for a dynamic leader who can oversee day-to-day operations, ensure excellent patient experiences, and drive performance and productivity goals across a large team.
⭐ Key Responsibilities
- Plan, organize, and manage daily call center operations to achieve patient experience and performance objectives.
- Develop and implement efficient policies, procedures, and systems to streamline call center operations.
- Ensure customer calls are answered promptly, with high-quality service consistently delivered.
- Regularly monitor calls to identify areas for improvement and train staff accordingly.
- Foster a performance metric-driven culture , preparing and delivering daily, weekly, and monthly performance reports.
- Hire, train, coach, and develop call center staff to ensure they have the knowledge, skills, and confidence to succeed.
- Monitor and manage staff attendance, time, and leave in compliance with labor regulations.
- Collaborate with other departments to provide a seamless patient experience .
Qualifications
Key Skills
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Operation Manager • Philippines