Call Center & Company Communications Manager

LogiScale Inc.; Makati; On-site; PHP 559,000 - 669,000; Full time

Benefits offered by this job

HMO with 1 free dependent upon hire

Life Insurance

20 PTO credits annually

VL and SL cash conversion

Annual merit-based increases and staff

Great Company Culture

Career Growth and Learning

WFH, Night Shift

Job summary

LogiScale Inc. in Metro Manila is seeking a Senior Call Center & Communications Officer to oversee our live answering and company communications.

You will ensure clients, families, caregivers, referral partners, and employees receive a professional and helpful experience. You will serve as a critical link between callers and internal teams, improve call guides and scripts, monitor quality, and support cross-department information flow.

Qualifications

• Excellent communication via phone, email, and in person.
• Warm, professional, confident, service-oriented demeanor.

Responsibilities

• Oversee day-to-day operation of live answering and call-routing.
• Ensure calls are answered professionally and directed correctly.
• Monitor call quality, response times, and message accuracy.
• Identify recurring questions and trends for leadership to act on.
• Provide a warm, professional caller experience for clients, families, caregivers, and partners.
• Maintain clear call guides, FAQs, and scripts for common questions.
• Escalate urgent calls to Scheduling, Client Services, HR, or leadership.
• Support company communications and information flow between departments.
• Assist with documentation, follow-up across departments, and HR communications.

Skills

Excellent communication

Organizational skills

Multitasking

Ownership & accountability

Judgment under pressure

Escalation awareness

Cross-team collaboration

Learning new systems

Customer-focused service

Job description

We are looking for a highly organized, personable, and responsive Senior Call Center & Communications Officer to oversee our live answering and company communication functions. This is a highly visible role within our organization. You will help ensure that clients, families, caregivers, referral partners, and employees receive a professional and helpful experience.

You’ll also serve as an important communication link between our callers and internal teams, helping make sure questions get answered, messages reach the right people, and urgent concerns do not fall through the cracks.

What You’ll Do:

Manage Our Main Phone & Call Center Function

• Oversee the day-to-day operation of our live answering and call-routing function.
• Ensure incoming calls are answered professionally and directed to the appropriate person or department.
• Monitor call quality, response times, and message accuracy.
• Identify recurring questions, complaints, and communication issues and bring important trends to leadership’s attention.

Create an Excellent Caller Experience

• Provide a warm, professional experience for clients, families, caregivers, referral sources, and community partners.
• Help callers navigate the organization and quickly connect with the right resource.
• Maintain clear call guides, FAQs, and scripts for commonly received questions.
• Ensure urgent calls and escalations are appropriately handed off to Scheduling, Client Services, HR, or leadership.

Support Company-Wide Communication

• Help information move clearly and consistently between departments.
• Support internal communications so employees remain informed and aligned.
• Track common questions and issues coming through the phone system and identify opportunities to improve communication and processes.

Provide Administrative & Project Support

• Assist with company communications, documentation, and special projects.
• Coordinate follow-up across multiple departments.
• Help ensure important assignments move from discussion to completion.
• Support HR-related communications and projects when assigned, including employee communications, documentation, employment verification, and policy or process support.

Requirements

The Ideal Candidate:

• Communicates exceptionally well by phone, email, and in person.
• Is warm, professional, confident, and service-oriented.
• Is highly organized and dependable.
• Can manage multiple priorities without losing track of details.
• Takes ownership and follows through without needing constant reminders.
• Exercises good judgment when handling sensitive situations.
• Knows when to solve an issue directly and when to escape it.
• Works effectively with employees at every level of an organization.
• Is comfortable learning new systems, processes, and responsibilities.
• Enjoys creating organization, improving communication, and making sure things get done.

Preferred Background

• We would especially value candidates with experience in one or more of the following:
• Call center or high-volume phone operations
• Customer service
• Office or administrative management
• Healthcare, home care, senior care, or another service-oriented organization
• Employee or internal communications
• HR or employee-relations support
• 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
• WFH, Night Shift
• Php 55,000 Basic + Allowance