Strategic Call Center Operations Manager

Sun Life Financial; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Sun Life Financial Philippines is seeking an operations leader for a busy Call Centre environment. You will optimize processes, implement efficiency measures, and manage resources to deliver high-quality customer service.

Lead teams, set goals, and monitor KPIs while aligning operations with corporate objectives. Join a global financial services leader focused on helping clients achieve financial security and healthier lives, with opportunities to grow and drive impact in a dynamic business

Responsibilities

• Process optimization: Analyzing and improving operational processes.
• Implementing efficiency measures and streamline workflows.
• Resource management: Strategic planning, allocation, and optimization of various resources to ensure efficient operations and high-quality customer service.
• Team leadership: Hiring, developing staff, motivating, and managing teams. Setting performance goals and conducting evaluations.
• Performance monitoring: Tracking key performance indicators (KPIs). Analyzing data and identifying areas for improvement.
• Strategic planning: Developing and implementing operational plans. Aligning operations with company goals.
• Crisis management: Addressing unexpected operational issues and managing disruptions to normal business operations.
• Stakeholder management: Managing relationships with external partners and coordinating with other departments.

Job description

Sun Life Financial Philippines is seeking an operations leader for a busy Call Centre environment. You will optimize processes, implement efficiency measures, and manage resources to deliver high-quality customer service.

Lead teams, set goals, and monitor KPIs while aligning operations with corporate objectives. Join a global financial services leader focused on helping clients achieve financial security and healthier lives, with opportunities to grow and drive impact in a dynamic business