Operations Lead - Outbound Call Center (Hybrid)

Manulife John Hancock; Quezon City; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Manulife John Hancock leads day-to-day operations and monitors team performance to meet SLAs and business requirements. The role demands strong leadership, stakeholder management, and analytical reporting capabilities, with a focus on outbound call operations.

The position involves coaching, scheduling, and continuous process improvements while collaborating with BU, onshore, and offshore stakeholders to drive efficiency across the contact center.

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.

Responsibilities

• 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.

Skills

Leadership

Outbound calls

Stakeholder comms

Analytical reporting

MS Office

Multitasking

FSI experience

Job description

Manulife John Hancock leads day-to-day operations and monitors team performance to meet SLAs and business requirements. The role demands strong leadership, stakeholder management, and analytical reporting capabilities, with a focus on outbound call operations.

The position involves coaching, scheduling, and continuous process improvements while collaborating with BU, onshore, and offshore stakeholders to drive efficiency across the contact center.