Senior Call Center And Communications Officer

SuperStaff Outsourcing; Makati; A distancia; PHP 559.000 - 669.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

HMO with 1 free dependent upon hire

Life Insurance

20 PTO credits annually

VL and SL cash conversion

Annual merit increases

Great company culture

Career growth and learning

WFH, Night Shift

Descripción de la vacante

SuperStaff Outsourcing in Makati, Philippines, is seeking a Senior Call Center & Communications Officer to oversee our live answering and company communications functions, delivering a professional experience to clients, families, caregivers, referral partners, and employees. You will ensure messages reach the right teams, maintain call guides and scripts, and escalate urgent issues.

The role requires superb communication, organization, and the ability to manage multiple priorities in a

Formación

• Strong communication by phone, email and in person.
• Warm, professional, confident, service-oriented.
• Highly organized and dependable.
• Able to manage multiple priorities without losing details.
• Good judgment for sensitive situations.

Responsabilidades

• Oversee day-to-day live answering and call-routing operations.
• Ensure calls are answered professionally and directed correctly.
• Monitor call quality, response times, and message accuracy.
• Identify recurring questions and trends for leadership.
• Maintain caller experience with friendly and clear interaction.
• Support company-wide communications between departments.
• Assist with communications, documentation and projects.
• Coordinate follow-up across departments and ensure timely completion.

Conocimientos

Call center

Customer service

Communication

Organizational skills

Multitasking

Problem solving

Descripción del empleo

Job Description:

We are looking for a highly organized, personable, and responsive Senior Call Center & Communications Officer to oversee our live answering and company communication functions. This is a highly visible role within our organization. You will help ensure that clients, families, caregivers, referral partners, and employees receive a professional and helpful experience.

You’ll also serve as an important communication link between our callers and internal teams, helping make sure questions get answered, messages reach the right people, and urgent concerns do not fall through the cracks.

What You’ll Do:

Manage Our Main Phone & Call Center Function

• Oversee the day-to-day operation of our live answering and call-routing function.


• Ensure incoming calls are answered professionally and directed to the appropriate person or department.


• Monitor call quality, response times, and message accuracy.


• Identify recurring questions, complaints, and communication issues and bring important trends to leadership’s attention.

Create an Excellent Caller Experience

• Provide a warm, professional experience for clients, families, caregivers, referral sources, and community partners.


• Help callers navigate the organization and quickly connect with the right resource.


• Maintain clear call guides, FAQs, and scripts for commonly received questions.


• Ensure urgent calls and escalations are appropriately handed off to Scheduling, Client Services, HR, or leadership.

Support Company-Wide Communication

• Help information move clearly and consistently between departments.


• Support internal communications so employees remain informed and aligned.


• Track common questions and issues coming through the phone system and identify opportunities to improve communication and processes.

Provide Administrative & Project Support

• Assist with company communications, documentation, and special projects.


• Coordinate follow-up across multiple departments.


• Help ensure important assignments move from discussion to completion.


• Support HR-related communications and projects when assigned, including employee communications, documentation, employment verification, and policy or process support.

The Ideal Candidate:

• Communicates exceptionally well by phone, email, and in person.


• Is warm, professional, confident, and service-oriented.


• Is highly organized and dependable.


• Can manage multiple priorities without losing track of details.


• Takes ownership and follows through without needing constant reminders.


• Exercises good judgment when handling sensitive situations.


• Knows when to solve an issue directly and when to elevate it.


• Works effectively with employees at every level of an organization.


• Is comfortable learning new systems, processes, and responsibilities.


• Enjoys creating organization, improving communication, and making sure things get done.

Preferred Background

• We would especially value candidates with experience in one or more of the following:


• Call center or high-volume phone operations


• Customer service


• Office or administrative management


• Healthcare, home care, senior care, or another service-oriented organization


• Employee or internal communications


• HR or employee-relations support


• Project coordination

• HMO with 1 free dependent upon hire


• Life Insurance


• 20 PTO credits annually


• VL and SL cash conversion


• Annual Performance-Based Merit Increases and Employee Recognition


• Great Company Culture


• Career Growth and Learning


• WFH, Night Shift


• Php 55,000 Basic + Allowance