Call Center Operations Lead & Process Optimizer

sunlife; Taguig; On-site; PHP 800,000 - 1,300,000; Full time

Job summary

Sun Life in Manila is seeking an experienced operations leader to optimize processes, manage resources, and drive performance across customer service operations. You will lead and develop teams, set clear goals, and monitor KPIs to ensure high-quality service and alignment with strategic objectives.

The role emphasizes strategic planning, cross-department collaboration, and proactive issue resolution to sustain smooth business operations in a dynamic environment.

Qualifications

• Experience in analyzing and improving operational processes.
• Strong ability to plan and allocate resources for efficient operations.
• Proven track record in leading teams and developing staff.
• Experience tracking KPIs and identifying improvement opportunities.
• Ability to develop and implement operational plans aligned with goals.
• Experience handling disruptions and crisis management.
• Effectively managing relationships with external partners and other departments.

Responsibilities

• Process optimization: Analyzing and improving operational processes. Implementing efficiency measures and streamline workflows.
• Resource management: Strategic planning, allocation, and optimization of various resources to ensure efficient operations and high-quality customer service.
• Team leadership: Hiring, developing staff, motivating, and managing teams. Setting performance goals and conducting evaluations.
• Performance monitoring: Tracking key performance indicators (KPIs). Analyzing data and identifying areas for improvement.
• Strategic planning: Developing and implementing operational plans. Aligning operations with company goals.
• Crisis management: Addressing unexpected operational issues and managing disruptions to normal business operations.
• Stakeholder management: Managing relationships with external partners and coordinating with other departments.

Skills

Process optimization

Resource management

Team leadership

Performance monitoring

Strategic planning

Crisis management

Stakeholder management

Job description

Sun Life in Manila is seeking an experienced operations leader to optimize processes, manage resources, and drive performance across customer service operations. You will lead and develop teams, set clear goals, and monitor KPIs to ensure high-quality service and alignment with strategic objectives.

The role emphasizes strategic planning, cross-department collaboration, and proactive issue resolution to sustain smooth business operations in a dynamic environment.