Outbound Call Operations Lead – Hybrid

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

Job summary

Manulife Manila is seeking an experienced operations leader to drive day-to-day contact center performance, ensuring SLAs and business requirements are met, with a focus on outbound call operations. The role requires strong leadership, stakeholder management, reporting and analytical skills, and the ability to coach teams in a hybrid working environment that supports well-being and inclusion.

You will collaborate with BU, onshore and offshore stakeholders to drive improvements and deliver

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.

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 experience in a BPO

Strong outbound call operations

Excellent written, verbal, stakeholder

Analytical, reporting, MS Office

Prioritize under pressure

Tools

MS Office

Job description

Manulife Manila is seeking an experienced operations leader to drive day-to-day contact center performance, ensuring SLAs and business requirements are met, with a focus on outbound call operations. The role requires strong leadership, stakeholder management, reporting and analytical skills, and the ability to coach teams in a hybrid working environment that supports well-being and inclusion.

You will collaborate with BU, onshore and offshore stakeholders to drive improvements and deliver