Healthcare Call Center Operations Leader

Sun Life Financial; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Sun Life Financial is seeking an Operations Manager to lead a high-volume front-line client service team. You will coach CCRs, ensure quality experiences, and drive performance across key metrics in a structured environment.

You will report to the Operations Director and oversee Supervisors, focusing on coaching, mentoring, and effective staffing to meet business objectives. A strong background in healthcare insurance BPO is preferred.

Qualifications

• Bachelor’s degree required.
• Experience in healthcare insurance BPO settings preferred.
• Strong leadership and coaching abilities.

Responsibilities

• Provide leadership and direction in a high-volume, front-line service environment.
• Manage teams to meet performance metrics and service quality targets.
• Coach and develop Supervisors, fostering a culture of excellence.
• Forecast, plan, and report on performance using the management operating system.
• Recruit staff to meet business objectives and drive change initiatives.

Skills

Leadership

Call center management

Team development

Performance management

Healthcare insurance

Communication skills

Change management

Education

Bachelor’s degree

Job description

Sun Life Financial is seeking an Operations Manager to lead a high-volume front-line client service team. You will coach CCRs, ensure quality experiences, and drive performance across key metrics in a structured environment.

You will report to the Operations Director and oversee Supervisors, focusing on coaching, mentoring, and effective staffing to meet business objectives. A strong background in healthcare insurance BPO is preferred.