5,309 Call Center Manager jobs in the Philippines

• Oversee the customer service team to ensure high-quality support.
• Develop and implement customer service policies and procedures.
• Monitor customer interactions and feedback for continuous improvement.
• Train and mentor staff to enhance skills and productivity.
• Manage escalated customer issues and resolve complaints effectively.
• Analyze performance metrics to drive service enhancements.

Job Type: Full-time

Pay: Php45, Php55,000.00 per month

Work Location: In person

Staff4Me is currently seeking an experienced and highly organized Call Center Manager to join our team. As the Call Center Manager, you will be responsible for overseeing the day-to-day operations of our call center, ensuring high-quality customer service delivery. You will lead a team of call center representatives, monitor and analyze call center metrics, and implement strategies to optimize performance and customer satisfaction. This is a critical role that requires strong leadership, excellent communication skills, and a passion for delivering exceptional customer service.

Responsibilities:

• Manage a team of call center representatives and supervisors.
• Develop and implement call center policies and procedures.
• Monitor and analyze call center metrics to ensure performance goals are met.
• Provide regular feedback and coaching to team members to improve performance.
• Identify areas for process improvement and implement necessary changes.
• Collaborate with other departments to resolve escalated customer issues.
• Create and maintain reports on call center performance.

Requirements:

• 3-5 years of experience in call center management or related role.
• Proven track record of successfully managing and leading a call center team.
• Strong knowledge of call center operations and best practices.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make data-driven decisions.
• Experience with call center software and systems.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Strong problem-solving and decision-making abilities.
• Customer-focused mindset with a commitment to providing exceptional service.

ReigniteIQ is an AI-driven automotive data intelligence platform that identifies exactly when consumers are back in the market for a vehicle. By tracking and analyzing millions of consumer signals, our Artificial Intelligence deliver high-intent buyers directly to dealerships. Dealers receive these leads at no upfront cost and only pay on a performance basis when a sale is made.

Were hiring a 
Senior Outbound Call Center Manager
 to lead our sales outreach efforts to US-based clients. This role demands a sharp communicator, a resilient seller, and a process-driven leader who can build systems, coach teams, and deliver results in a fast-paced environment.

Key Responsibilities

• Build and manage outbound call center operations focused on US markets
• Develop and refine SOPs for call workflows, objection handling, and gatekeeper navigation
• Lead a team of sales agents, providing coaching and performance feedback
• Handle escalations and guide agents through difficult customer interactions
• Optimize CRM usage (Zoho) and team communication (Slack)
• Track KPIs and continuously improve conversion rates and call quality
• Collaborate with leadership to align outreach strategy with business goals
• Ability to motivate team this may include helping to create daily pay bonuses for reaching sales goals, or bonus for being a top performer

Requirements

• 5+ years in outbound sales or call center management
• Proven experience in cold calling and selling to US-based clients
• Strong project-building background (campaigns, SOPs, team structures)
• Impeccable English communication skills
• Resilience in handling rejection and navigating gatekeepers
• CRM experience (Zoho preferred); Slack for team coordination
• Comfortable working in a high-performance sales environment

Bonus Points

• Experience in B2B data or SaaS sales
• Familiarity with lead generation and enrichment tools
• Prior success managing remote teams across time zone

Apply on this link:

ReigniteIQ is an AI-driven automotive data intelligence platform that identifies exactly when consumers are back in the market for a vehicle. By tracking and analyzing millions of consumer signals, our Artificial Intelligence deliver high-intent buyers directly to dealerships. Dealers receive these leads at no upfront cost and only pay on a performance basis when a sale is made.

Were hiring a Senior Outbound Call Center Manager to lead our sales outreach efforts to US-based clients. This role demands a sharp communicator, a resilient seller, and a process-driven leader who can build systems, coach teams, and deliver results in a fast-paced environment.

• Build and manage outbound call center operations focused on US markets

• Develop and refine SOPs for call workflows, objection handling, and gatekeeper navigation

• Lead a team of sales agents, providing coaching and performance feedback

• Handle escalations and guide agents through difficult customer interactions

• Optimize CRM usage (Zoho) and team communication (Slack)

• Track KPIs and continuously improve conversion rates and call quality

• Collaborate with leadership to align outreach strategy with business goals

• Ability to motivate team this may include helping to create daily pay bonuses for reaching sales goals, or bonus for being a top performer

• 5+ years in outbound sales or call center management

• Proven experience in cold calling and selling to US-based clients

• Strong project-building background (campaigns, SOPs, team structures)

• Impeccable English communication skills

• Resilience in handling rejection and navigating gatekeepers

• CRM experience (Zoho preferred); Slack for team coordination

• Comfortable working in a high-performance sales environment

• Experience in B2B data or SaaS sales

• Familiarity with lead generation and enrichment tools

• Prior success managing remote teams across time zone

Staff4Me is currently seeking an experienced and highly organized Operation Project Manager/Call Center Manager to join our team. As an Operation Project Manager/Call Center Manager, you will be responsible for overseeing the operations and performance of our call center, ensuring efficient and effective customer service delivery. This is a pivotal role that requires strong leadership skills, project management expertise, and the ability to drive continuous improvement in our call center operations.

Responsibilities:

• Salesforce Report
• High level case managementon all prodicts and depratment
• Be able to call the attention of those that are not performing well
• Attend meeting and create report on the progress of the team as a whole

Requirements:

• 3-5years of experience in call center management or related role.
• Proven experience in project management and driving process improvements.
• Excellent leadership and people management skills.
• Strong analytical and problem-solving abilities.
• Ability to effectively communicate with clients, stakeholders, and team members.
• Experience in analyzing call center metrics and implementing performance improvement strategies.
• Proficiency in using call center software and systems.
• Knowledge of relevant industry regulations and best practices.
• Ability to multitask and prioritize tasks in a fast-paced environment

Job Title:
Call Center Manager – Telco Sales (Pioneering Account)

Location:
IT Park, Cebu City (On-site)| Nightshift

Industry:
Telecommunications / BPO - Inhouse Service Delivery Center

About the Role

We are hiring a
Call Center Manager – Telco Sales
to lead the launch and growth of a
pioneering telco sales account
in Cebu. This role is critical in building strong foundations for the program—driving sales, developing talent, ensuring excellent customer engagement, and delivering results for one of the leading telecommunications partners.

Key Responsibilities

• Pioneer Leadership:
  Build and manage the sales operations for a newly launched telco account in Cebu.
• Sales Management:
  Achieve and exceed sales targets for acquisition, upsell, cross-sell, and customer retention.
• Team Development:
  Recruit, train, and coach Team Leaders and Sales Agents, establishing a high-performance sales culture from the ground up.
• Operational Excellence:
  Oversee day-to-day call center activities, ensuring compliance, efficiency, and customer satisfaction.
• Performance Monitoring:
  Track KPIs (conversion, revenue, quality, compliance) and provide data-driven insights for improvement.
• Stakeholder Engagement:
  Partner closely with clients and internal stakeholders to align on business objectives and operational strategies.
• Process Innovation:
  Implement best practices in sales operations, workforce management, and continuous improvement.
• Reporting:
  Prepare business reviews, sales forecasts, and performance reports for senior management.

Qualifications

• Bachelor's degree in Business, Management, Marketing, or related field (preferred).
• 8–10 years BPO/call center experience
  , with
  5+ years in a leadership role
  managing
  Telco Sales
  programs.
• Strong track record of building teams and delivering results in a sales-driven environment.
• Experience handling
  pioneering accounts/start-ups
  is a strong advantage.
• Skilled in managing large-scale operations (200+ FTEs).
• Excellent leadership, communication, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Willing to work
  onsite at IT Park, Cebu City
  with flexible shifts.

What We Offer

• Competitive compensation package up to
  ₱150,000 (base pay and allowances)
• Performance-based incentives and leadership bonuses.
• Health benefits and wellness programs.
• Opportunity to
  pioneer and shape
  a flagship telco account in Cebu.
• Career growth in a global BPO leader.

Manager, Quality

Work Arrangement: Onsite

Work Location: Dumaguete City, Negros Oriental

Work Schedule: PH night shift

Role Summary:

• Stakeholder relationship and deployment of QA initiatives
• Maintains internal and external stakeholder relationship. Presents QA scores, deep dive analysis and trends to the client
• Responsible in dealing with and removing all roadblocks for the team at large
• Ensure all initiatives to support process and performance improvement are implemented

Detailed job description:

• Maintains relationship with external stakeholders.
• Presents QA strategies, scores, deep dive analysis on client touch base calls, business reviews and calibration calls
• Escalates client-related issues to Vendor Management that are affecting performance
• Leads internal stakeholder performance touch base including reporting of trends of performance and recommendations to help improve scorecard goals
• Translates complex data into clear, actionable insights for stakeholders at all levels.
• Collaborates with operations, training, and leadership teams to develop targeted interventions.
• Responsible for maintaining and reporting data that is factual and unbiased. Providing consistent and uncompromised information, reports and data
• Works with Training and Recruitment Heads to assess and address the quality of new hires
• Ensure alignment of quality standards across teams and geographies.
• Develop and train QA Supervisors including weekly coaching and all administrative duties
• Responsible in handling and resolving roadblocks for the team at large
• First approver for hiring and managing ratios within scope
• Ensure all quality initiatives support the delivery of an excellent customer experience relevant and appropriate to the program's customers, and enable optimal operational and business performance

Required Qualifications, Capabilities and Skills

• At least 5 years work experience in the field of QA function, with at least 2 years of managerial experience
• Project Management experience required.
• Knowledgeable of the Lean Six Sigma process
• Data analytics – telling stories with data, statistical reporting, root cause analysis and preparing presentations as needed
• Detail oriented and a disciplined approach to process and quality controls
• Ability to investigate, analyze, review and document processes
• Effective and confident communicator with ability to provide clear verbal and written updates to the Leadership team and clients
• Strong attention to detail, exceptional listening, comprehension, and analytical skills
• Ability to work in a deadline driven environment
• Energetic, self-motivated, and effective under pressure – must enjoy the challenge of working autonomously within a fast-paced and demanding working environment

Preferred Qualifications

• Experience in supporting Telco accounts is a plus
• Expertise in AQM (Automated Quality Management) implementation is preferred

Job Title:
Call Center Quality Manager

Headcount:
2

Locations:

• 1 HC – Jupiter St., Makati
• 1 HC – Frontera Verde, Pasig

Work Setup:
Full Onsite

Schedule:
Night Shift

Experience:
Telco account experience preferred (not required)

Career Path:
Open to tenured Assistant Managers ready for the next level

Role Overview

The Call Center Quality Manager will be responsible for overseeing and improving the quality performance of customer service operations. This role ensures that service delivery meets client expectations, business objectives, and regulatory standards. The Quality Manager will lead a team of Quality Analysts, collaborate with Operations and Training, and implement quality frameworks to drive continuous improvement and customer satisfaction.

Key Responsibilities

• Lead and manage the Quality Assurance (QA) team to ensure consistent monitoring and evaluation of calls, chats, and emails.
• Develop, implement, and maintain QA policies, processes, and scorecards aligned with client and business requirements.
• Partner with Operations, Training, and Workforce teams to identify performance gaps and recommend targeted interventions.
• Provide actionable insights through data analysis and regular reporting on quality trends, agent performance, and customer experience.
• Drive root cause analysis for recurring quality issues and lead corrective action plans.
• Conduct calibration sessions with internal teams and clients to ensure consistent scoring and evaluation standards.
• Mentor and develop QA staff, promoting a culture of accountability, coaching, and continuous improvement.
• Ensure compliance with company policies, industry standards, and client expectations.
• Support business growth by contributing to process improvement initiatives and readiness for new business transitions.

Qualifications

• At least
  5–7 years of BPO experience
  with a strong background in Quality Assurance; minimum 2 years in a leadership/managerial role.
• Experience handling
  Telco accounts
  preferred.
• Strong understanding of QA methodologies, process improvement frameworks, and performance management.
• Excellent communication, presentation, and stakeholder management skills.
• Proficient in data analysis, reporting, and use of QA tools and CRM systems.
• Strong leadership skills with the ability to motivate and develop teams.
• Willing to work
  onsite in Makati or Pasig
  on a
  night shift
  schedule.

Position: Workforce Manager (MOA Pasay) | Onsite

Work Setup: 100% Onsite

Work Location: MOA Pasay

Work Schedule: Monday to Friday, 5 AM - 4 PM (may vary based on business needs, especially for AU Program)

Responsibilities:

Develop monthly, daily, and interval forecasts by analyzing historical data and considering factors like special events, seasonality, growth trends, weather, etc.

Conduct short-term forecasting and revise future volume projections as needed to ensure optimal staffing levels at all times

Create, maintain, and update the Capacity Plan to ensure staffing, seat requirements, and logistics are aligned, balancing cost-efficiency and performance

Generate and review schedules to meet business demands while ensuring high-quality customer service

Lead and supervise a proactive and self-reliant team of Workforce Managers, ensuring all Service Level Agreements (SLAs) are consistently met across accounts

Enhance client satisfaction by managing service levels, staffing, scheduling, and Real-Time Adherence solutions effectively

Safeguard organizational assets by adhering to the principles of the Quality Information Security Management System

Act as the primary contact for all Workforce Management concerns

Requirements:

Bachelor's degree or higher

At least 3 years of experience as a Workforce Manager

Strong skills in forecasting, scheduling, and real-time management are essential

Excellent organizational skills to meet critical deadlines

High attention to detail and accuracy

Effective presentation skills

Ability to deliver projects independently with precision

Excellent written, verbal, and email communication skills, capable of engaging with stakeholders at various levels

Flexible and willing to work in shifts, extended hours, and weekends as required by the business