Call Center Operations Leader

Sun Life Financial; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Sun Life Financial is seeking an Operations professional in the Philippines to optimize processes, lead call centre teams, and improve service quality. The role focuses on resource planning, KPI monitoring, and crisis management to maintain smooth business operations.

The ideal candidate will drive strategic operational plans, coordinate with stakeholders, and ensure alignment with company goals while delivering excellent customer experiences in a dynamic environment.

Qualifications

• Experience analyzing and improving operational processes.
• Ability to plan, allocate and optimize resources for efficient operations and high-quality service.
• Proven capability in leading teams, hiring, developing staff and evaluating performance.
• Proficient in monitoring KPIs, analyzing data and identifying improvement opportunities.

Responsibilities

• Analyze and optimize operational processes to improve efficiency.
• Strategic planning and allocation of resources to ensure quality customer service.
• Lead and develop call centre teams, set performance goals and conduct evaluations.
• Monitor KPIs, analyze data and identify areas for improvement.
• Develop and implement operational plans aligned with company goals.
• Address crises and disruptions to maintain business continuity.
• Manage relationships with external partners and coordinate with other departments.

Skills

Process optimization

Team leadership

KPIs

Strategic planning

Crisis management

Stakeholder mgmt

Tools

CRM software

Excel

Data visualization

Job description

Sun Life Financial is seeking an Operations professional in the Philippines to optimize processes, lead call centre teams, and improve service quality. The role focuses on resource planning, KPI monitoring, and crisis management to maintain smooth business operations.

The ideal candidate will drive strategic operational plans, coordinate with stakeholders, and ensure alignment with company goals while delivering excellent customer experiences in a dynamic environment.