Operations Leader – Outbound Call Center (Hybrid)

Manulife; Quezon City; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Hybrid work arrangement

Inclusive culture and well-being focus

Job summary

Manulife is seeking a capable leader to guide day-to-day operations in a hybrid setup within the Philippines. The role emphasizes driving SLA achievement, coaching teams, and managing escalations while collaborating with BU, onshore, and offshore stakeholders.

Candidates should have strong leadership, reporting, and outbound call operations experience, with excellent communication skills and the ability to handle multiple priorities under pressure.

Qualifications

• Experience leading day-to-day BPO operations.
• Proven 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 call operations

Stakeholder communication

Analytical & reporting

MS Office

Prioritization under pressure

Job description

Manulife is seeking a capable leader to guide day-to-day operations in a hybrid setup within the Philippines. The role emphasizes driving SLA achievement, coaching teams, and managing escalations while collaborating with BU, onshore, and offshore stakeholders.

Candidates should have strong leadership, reporting, and outbound call operations experience, with excellent communication skills and the ability to handle multiple priorities under pressure.