Operations Lead - Outbound Call Center

Manulife/John Hancock; Manila; Hybride; PHP 900 000 - 1 500 000; Plein temps

Résumé du poste

Manulife/John Hancock is seeking an Operations Manager to lead day-to-day contact operations, ensure SLA attainment, and coach a high-performing team in a hybrid setup from Manila.

The role emphasizes stakeholder management, reporting, and process improvements, with opportunities to collaborate with BU, onshore and offshore teams while supporting a flexible and inclusive work environment.

Qualifications

• Leadership experience in a BPO environment.
• Strong outbound call operations experience.
• Excellent written, verbal, and stakeholder communication skills.
• Strong analytical, reporting, and MS Office skills.
• Able to manage multiple priorities and deliver under pressure and tight deadlines.
• FSI experience is an advantage.

Responsabilités

• Manage daily operations and ensure SLA and performance targets are achieved.
• Coach and develop team members and address performance gaps.
• Manage escalations, scheduling, and operational requirements.
• Prepare and analyze weekly and monthly reports.
• Drive process improvements and operational efficiency.
• Partner effectively with BU, onshore, and offshore stakeholders.

Connaissances

Leadership

Outbound calls

Communication skills

Analytics & reporting

Multitasking

FSI experience

Outils

MS Office

Description du poste

Manulife/John Hancock is seeking an Operations Manager to lead day-to-day contact operations, ensure SLA attainment, and coach a high-performing team in a hybrid setup from Manila.

The role emphasizes stakeholder management, reporting, and process improvements, with opportunities to collaborate with BU, onshore and offshore teams while supporting a flexible and inclusive work environment.