Call Center Manager

I. JOB SUMMARY
We are seeking an experienced, results-driven Call Centre Manager to lead and develop our multi-channel contact centre operations across Health, Motor, Travel, Personal Accident, and other non-life insurance pillars. The successful candidate will oversee three teams—Sales, Renewals, and Inbound Support— comprising approximately 20 to 25 telemarketers.

This role demands a highly sales-driven leader who can optimize performance, drive revenue growth, and maintain exceptional service standards while keeping the team motivated and engaged.

The position demands full-time presence during business hours, flexibility for extended shifts during peak periods, and occasional weekend availability for special projects or crisis management in a fast-paced, dynamic environment

II. FUNCTIONS (DUTIES AND RESPONSIBILITIES)

Team Leadership and Development

The Call Center Manager will be responsible for building and maintaining high-performing teams through:

▪ Creating and implementing comprehensive training programs for new hires and existing staff to ensure consistent skill development across all three teams. This includes developing product knowledge, communication skills, and technical proficiency.
▪ Conducting regular one-on-one coaching sessions with team leaders and agents to identify areas for improvement and create personalized development plans. These sessions should focus on both performance metrics and soft skills development.
▪ Managing staff scheduling across all shifts to ensure optimal coverage while maintaining a work- life balance for team members. This involves creating contingency plans for high-volume periods and managing vacation schedules.

Performance Management
The role requires a strong focus on target achievement by setting and monitoring individual, team, and departmental KPIs aligned with company objectives, including but not limited to:

▪ Sales conversion rates
▪ Revenue targets
▪ Customer satisfaction scores
▪ First call resolution rates
▪ Average handling time
▪ Service level agreements
▪ Quality assurance scores

▪ Developing and implementing performance improvement plans for underperforming team members, providing necessary support and resources for their success.
▪ Creating daily, weekly, and monthly performance reports for senior management, including trend analysis and actionable recommendations for improvement.
▪ Conducting regular team meetings to review performance metrics, share best practices, and maintain team motivation levels.

Quality Assurance and Process Improvement
Excellence in operations will be maintained through:

▪ Establishing and maintaining quality monitoring programs across all three teams, ensuring consistency in service delivery and compliance with company standards.
▪ Regularly reviewing and updating call center processes and procedures to improve efficiency and effectiveness. This includes standardizing best practices across teams while maintaining the unique requirements of each function.
▪ Implementing and maintaining call monitoring systems to ensure adherence to scripts, compliance requirements, and quality standards.
▪ Developing and maintaining standard operating procedures (SOPs) for all aspects of call center operations, ensuring they are regularly updated and communicated to all team members.

III. KEY PERFORMANCE INDICATORS

The success in this role will be measured through:
Financial Metrics
▪ Achievement of monthly revenue targets across all teams
▪ Cost per call reduction
▪ Operating cost management
▪ Revenue per agent improvement

Operational Metrics
▪ Service level adherence (80/20 standard)
▪ Average handling time optimization
▪ First call resolution improvement
▪ Quality scores maintenance above 90%

Team Development Metrics
▪ Staff retention rates
▪ Training completion rates
▪ Internal promotion rates

QUALIFICATIONS

Education and Experience
▪ Bachelor’s degree in business administration, Management, or related field. Advanced degree preferred.
▪ Minimum of 5 years of progressive experience in call center management, with at least 3 years in a senior leadership role.
▪Proven track record of managing multiple teams with different objectives (sales, service, support)

Technical Skills
▪ Proficiency in call center management software and reporting tools.
▪ Strong understanding of CRM systems and their application in call center operations.
▪ Advanced Excel skills for data analysis and reporting.
▪ Knowledge of workforce management and scheduling software.

Work Schedule: Mondays to Fridays, 8AM to 5PM
Work Location: On-site - Alabang Head Office