3,870 Call Center Operations jobs in the Philippines

• The Player-Coach is a dual-role position responsible for handling customer interactions while guiding and supporting a team of agents. This role combines leadership, coaching, and hands-on operational work to ensure service excellence and team performance.

Key Responsibilities:

• Handle calls, chats, or emails to stay aligned with day-to-day operations.
• Coach and mentor agents through feedback, monitoring, and performance reviews.
• Support escalations and ensure timely resolution of customer concerns.
• Monitor KPIs such as quality, productivity, and attendance.
• Collaborate with QA, Training, and Operations to drive continuous improvement.

Qualifications:

• 2+ years of call center experience, with at least 1 year in a lead or SME role.
• Strong communication and coaching skills.
• Ability to balance individual and team performance.
• Knowledge of CRM and call center systems.

We are seeking a highly experienced
Senior Call Center Operations Manager
—ideally with previous Call Center Director experience—to lead and optimize our BPO operations in Manila. This is a hands-on leadership role responsible for managing all aspects of our call center teams and operational performance, with a focus on technical support (Level 1 and Level 2). The ideal candidate thrives in a metrics-driven environment and has a proven track record of improving efficiency, service quality, and customer satisfaction.

Key Responsibilities:

• Lead, manage, and develop call center operations teams, including tech support Level 1 and 2 agents.
• Organize daily workflows, ensure tickets and support requests are completed accurately and on time.
• Monitor and analyze key performance metrics, including CSAT, NPS, Contacts Per Hour, First Call Resolution, and other operational KPIs.
• Develop and implement strategies to improve team performance, efficiency, and service quality.
• Provide coaching, mentoring, and training to call center staff to drive professional development and accountability.
• Collaborate with other departments to streamline processes, escalate issues, and improve overall customer experience.
• Prepare reports and dashboards to track team performance, highlight trends, and recommend operational improvements.
• Ensure compliance with company policies, BPO standards, and regulatory requirements.

Qualifications:

• Proven experience managing call center operations, preferably in a senior management or director-level role.
• Strong background in technical support operations, including Level 1 and Level 2 teams.
• Demonstrated ability to manage and improve KPIs such as CSAT, NPS, AHT, Contacts Per Hour, and First Call Resolution.
• Excellent leadership, coaching, and people management skills.
• Data-driven mindset with strong analytical and problem-solving abilities.
• Experience with call center software, CRM systems, and reporting tools.
• Exceptional organizational, communication, and interpersonal skills.
• Flexible, results-oriented, and able to thrive in a fast-paced, metrics-driven environment.

Why Join Us:

This is an exciting opportunity to lead a high-performing call center team and directly impact operational excellence and customer satisfaction. You will have the autonomy to implement improvements, organize workflows, and drive performance across our tech support teams.

For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.

We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.

What you will be doing:
The Senior Manager, Call Center Operations will lead a team of Managers by providing them with direction, support, and career development. Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of all clients and teams. Improve team member satisfaction by creating an environment consistent with Asurion's Core Values, resulting in retention of leaders and representatives.

The Senior Manager will oversee the operations of assigned clients and/or teams in accordance with Asurion's Core Values by providing outstanding service to both internal and external customers and cultivating a culture of customer service and sales. This position is responsible for understanding and complying with operational contractual requirements of Asurion's clients. Position responsibilities include coaching and development of Managers and teams to meet and exceed established call center and sales goals, ensuring adherence to established business processes and policies, and creating a positive and fun working environment.

Essential Duties and Responsibilities:

• Collaborates and follows directives of Site Director
• Provides exceptional customer service to all internal customers of Asurion
• Drive sales, operational, and customer service metrics by communicating expectations, motivating, and holding Managers accountable for the performance and behaviors of their teams
• Develop the team to drive mastery of sales behaviors and resources, customer service capabilities, and deep Connected Home product knowledge
• Use data to identify trends and root cause and develop action plans for the team to drive sales and operational performance consistent with Asurion's Core Values
• Collaborates and cooperates with other functional areas including Human Resources, Training, Workforce, Communications, Customer and Employee Experience, and Client Services
• Fosters a cooperative team environment within the management team and site
• Provide leadership, direction, support and career development to Customer Solutions organizations, management, and teams in a manner consistent with Asurion's Core Values and business objectives
• Lead Managers to support their teams to train, motivate and coach the leaders on the essential skills to meet that each team member has the tools they need to succeed at their job
• Appropriately prioritize site, team, and individual goals to effectively achieve business objectives
• Actively seeks input from team members to understand successes and opportunities and leverage of input to make improvements
• Helps to develop, define, and execute a culture that leverages rewards and recognition
• Continually seeks opportunities to improve operations, including people, processes, and technologies
• Ensure that team member, client, and customer expectations are met and exceeded
• Collaborate with Workforce Management to implement their recommendations for improving operational efficiencies
• Collaborate with Human Resources to ensure that policies and procedures are consistently and fairly applied
• Work with the Quality department and Operations Managers to ensure consistency in call evaluations and that quality objectives are achieved
• Assists Site Director with strategic planning as it pertains to Operations
• Represents Asurion in client interactions to include: Supporting and facilitating client requested changes and representing customer experience feedback
• Maintains an excellent working knowledge of the entire operation, as well as leading and developing department projects
• Update and continuously develop knowledge of products processes, and call center trends to provide recommendations that improve the customer experience, employee satisfaction, and enterprise performance
• Help to develop and manager strategies and action plans to manage site and enterprise employee retention and satisfaction
• Help to manage the site's budget and understand the impact of decisions and actions based on the overall company financial performance

Here's what you'll bring to the team:

• Ability to quickly resolve concerns and problems within the Department
• Demonstrates a commitment to achieve all goals and objectives including sales performance metrics
• Establishes a strong leadership presence within the Department by being involved, interacting on the call center floor, and being approachable
• Energy and experience motivating teams to achieve sales metrics
• Proven and demonstrable leadership, management, and motivational skills
• College degree or equivalent experience required-advanced degree(s) or certification (s) preferred
• Minimum of 7-10 years call center experience required, with at least 3-5 years at the manager level and 2-3 years directly managing manager level employees
• Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior
• Exudes the ability to inspire, motivate and influence others to achieve
• Demonstrated excellence in communication (written and verbal) with internal and external customers
• Results-driven, action-oriented, and self-motivated mindset
• Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
• Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools.
• Proficiency using MS office

We take care of you (benefits/perks):

• Competitive pay and benefits including health, dental, and vision
• Retirement savings plan
• Paid time off
• Continuing education support
• Ongoing training to grow your skills

About Asurion
Asurion helps people protect, connect and enjoy the latest tech – to make life a little easier.  Every day our 19,500 experts help nearly 300 million people around the world solve the most common and uncommon tech issues. We're just a call, tap, click or visit away for everything from getting a same-day replacement of your smartphone, to helping you stream or connect with no buffering, bumps or bewilderment. We think you should stay connected and get the most from the tech you love. no matter the type of tech or where you purchased it.

For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.

We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.

What you will be doing:

The Senior Manager, Call Center Operations will lead a team of Managers by providing them with direction, support, and career development. Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of all clients and teams. Improve team member satisfaction by creating an environment consistent with Asurion's Core Values, resulting in retention of leaders and representatives.

The Senior Manager will oversee the operations of assigned clients and/or teams in accordance with Asurion's Core Values by providing outstanding service to both internal and external customers and cultivating a culture of customer service and sales. This position is responsible for understanding and complying with operational contractual requirements of Asurion's clients. Position responsibilities include coaching and development of Managers and teams to meet and exceed established call center and sales goals, ensuring adherence to established business processes and policies, and creating a positive and fun working environment.

Essential Duties and Responsibilities:

• Collaborates and follows directives of Site Director

• Provides exceptional customer service to all internal customers of Asurion

• Drive sales, operational, and customer service metrics by communicating expectations, motivating, and holding Managers accountable for the performance and behaviors of their teams

• Develop the team to drive mastery of sales behaviors and resources, customer service capabilities, and deep Connected Home product knowledge

• Use data to identify trends and root cause and develop action plans for the team to drive sales and operational performance consistent with Asurion's Core Values

• Collaborates and cooperates with other functional areas including Human Resources, Training, Workforce, Communications, Customer and Employee Experience, and Client Services

• Fosters a cooperative team environment within the management team and site

• Provide leadership, direction, support and career development to Customer Solutions organizations, management, and teams in a manner consistent with Asurion's Core Values and business objectives

• Lead Managers to support their teams to train, motivate and coach the leaders on the essential skills to meet that each team member has the tools they need to succeed at their job

• Appropriately prioritize site, team, and individual goals to effectively achieve business objectives

• Actively seeks input from team members to understand successes and opportunities and leverage of input to make improvements

• Helps to develop, define, and execute a culture that leverages rewards and recognition

• Continually seeks opportunities to improve operations, including people, processes, and technologies

• Ensure that team member, client, and customer expectations are met and exceeded

• Collaborate with Workforce Management to implement their recommendations for improving operational efficiencies

• Collaborate with Human Resources to ensure that policies and procedures are consistently and fairly applied

• Work with the Quality department and Operations Managers to ensure consistency in call evaluations and that quality objectives are achieved

• Assists Site Director with strategic planning as it pertains to Operations

• Represents Asurion in client interactions to include: Supporting and facilitating client requested changes and representing customer experience feedback

• Maintains an excellent working knowledge of the entire operation, as well as leading and developing department projects

• Update and continuously develop knowledge of products processes, and call center trends to provide recommendations that improve the customer experience, employee satisfaction, and enterprise performance

• Help to develop and manager strategies and action plans to manage site and enterprise employee retention and satisfaction

• Help to manage the site's budget and understand the impact of decisions and actions based on the overall company financial performance

Here's what you'll bring to the team:

• Ability to quickly resolve concerns and problems within the Department

• Demonstrates a commitment to achieve all goals and objectives including sales performance metrics

• Establishes a strong leadership presence within the Department by being involved, interacting on the call center floor, and being approachable

• Energy and experience motivating teams to achieve sales metrics

• Proven and demonstrable leadership, management, and motivational skills

• College degree or equivalent experience required-advanced degree(s) or certification (s) preferred

• Minimum of 7-10 years call center experience required, with at least 3-5 years at the manager level and 2-3 years directly managing manager level employees

• Demonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior

• Exudes the ability to inspire, motivate and influence others to achieve

• Demonstrated excellence in communication (written and verbal) with internal and external customers

• Results-driven, action-oriented, and self-motivated mindset

• Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity

• Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools.

• Proficiency using MS office

Job Title: Senior Supervisor – Healthcare Account (Call Center/BPO)

Work Setup: Onsite

Schedule: Night Shift

Employment Type: Full-time

About the Role:

We are looking for an experienced Senior Supervisor to lead a high-performing healthcare support team in a call center/BPO environment. The ideal candidate has a solid background in healthcare account management, performance improvement, and people leadership. You will be responsible for driving operational excellence, ensuring compliance with client requirements, and developing your team to achieve service level goals.

Key Responsibilities:

• Oversee daily operations of the healthcare support team, ensuring consistent achievement of KPIs and SLAs.
• Manage, coach, and develop a team of agents and team leaders to deliver superior customer experience and meet quality standards.
• Monitor call metrics and reports to identify trends, implement corrective actions, and improve efficiency.
• Partner with Quality, Training, and Workforce teams to drive performance improvement and employee engagement.
• Handle client escalations and coordinate with internal stakeholders to resolve issues promptly.
• Ensure compliance with HIPAA and other healthcare regulations and company policies.
• Conduct regular performance reviews, feedback sessions, and team meetings.
• Drive initiatives related to employee retention, motivation, and professional development.
• Provide insights and recommendations to management for continuous process improvement.

Qualifications:

• Bachelor's degree in any field (Business, Nursing, or Healthcare-related course preferred).
• At least 5 years of experience in the BPO/call center industry, with a minimum of 3 years in a supervisory or leadership role handling Healthcare accounts (payer, provider, or claims management preferred).
• Strong understanding of healthcare processes, terminologies, and compliance standards (HIPAA).
• Proven ability to lead, motivate, and develop large teams in a fast-paced environment.
• Excellent communication, analytical, and problem-solving skills.
• Experience in managing metrics such as AHT, QA, CSAT, and attrition.
• Proficient in MS Office and CRM systems; knowledge in workforce and reporting tools is an advantage.
• Amenable to work in shifting schedules, weekends, and holidays if required.

OVERVIEW

The Service Delivery role at Octal Philippines Inc. is crucial in ensuring that our IT services are delivered to clients and internal stakeholders seamlessly and efficiently. The primary focus is to maintain high-quality service and operational excellence throughout the IT service lifecycle.

KEY RESPONSIBILITIES:

· Operations Management:

· Oversee day-to-day IT Helpdesk operations.

· Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

· Team Leadership:

· Lead, coach, and develop Helpdesk team members.

· Foster a collaborative and high-performance work environment.

· Client & Escalation Handling:

· Manage client communications and handle escalations effectively.

· Ensure timely resolution of issues and maintain client satisfaction.

· Compliance & Standards:

· Ensure alignment with ITIL best practices.

· Maintain compliance with the Philippine Data Privacy Act.

· Resource & Budget Oversight:

· Monitor and manage budgets, staffing resources, and vendor contracts.

· Process Improvement:

· Identify and implement process enhancements to improve service delivery and operational efficiency.

· Other Duties:

· Perform additional tasks and responsibilities as assigned from time to time.

· Bachelor's degree in IT, Computer Science, or related field.

· –7 years IT service delivery/helpdesk experience (2+ years in management)

· IT Knowledge & Tools:

· Strong understanding of ITIL (Information Technology Infrastructure Library) framework.

· Proficient in using ticketing systems such as:

· ServiceNow

· Zendesk

· Other similar platforms

· Core Competencies:

· Excellent leadership and team management skills.

· Strong communication and interpersonal abilities.

· Effective problem-solving and decision-making capabilities.

· Industry Experience:

· Preferably with experience in:

· BPO (Business Process Outsourcing)

· Shared Services

· Corporate IT environments

• Standard Statutory Benefits

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description
The Digital Operations Supervisor oversees the daily operations of Globe's digital platforms, ensuring incidents are resolved promptly, SLAs are met, and customer experience is protected. The role supports the Digital Operations Manager by leading frontline execution, monitoring system health, and guiding the team to maintain reliable performance.

Duties And Responsibilities

• Monitor digital platforms to ensure system availability, performance, and stability.
• Lead frontline response during incidents, coordinating with IT, vendors, and business teams for quick resolution.
• Ensure incidents and service requests are logged, tracked, and resolved within SLA.
• Prepare and update daily/weekly operational reports on performance, outages, and recovery actions.
• Escalate critical issues to the Digital Operations Manager and provide timely updates to stakeholders.
• Support root cause analysis (RCA) documentation and implement preventive measures.
• Coach and guide operations analysts/agents on standard processes and incident handling.
• Execute the operational playbook and enforce compliance with operational standards.
• Leads customer recovery for affected customers

KPIs

• NPS
• Revenue
• Channel stability

Top 3-5 Deliverables

• Ensure customers are guided and supported during incidents and recoveries.
• Safeguard customer experience by minimizing downtime and service disruptions.
• Incidents resolved within SLA and escalated appropriately.
• Accurate and timely reporting of system performance and issues.

Hiring Requirements
*Work Experience *

• At least two years of full-time work experience (or 2-year Master's degree as equivalent)
• Experience in crafting, delivery, or reviewing learning programs is a plus

*Level of Knowledge *

• 4–6 years of experience in IT/digital operations or service management.
• Knowledge of incident and service management processes (ITIL preferred).
• Familiarity with monitoring and reporting tools (e.g., Grafana, Splunk).
• Experience coordinating across multiple teams (business, IT, vendors).
• Exposure to Globe systems and digital platforms (preferred).

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

We are a profitable, rapidly scaling local company seeking a seasoned operator to transform fast growth into predictable, "clockwork" execution.

This is not a bureaucratic role. It's a mandate to create order in a high-growth environment where speed is constant and your success directly enables the company's next phase of scale.

Who We Need

• Thrives on turning complexity into clarity, especially when connecting silos across Operations, Logistics, and Service Delivery.
• Has the courage to speak up when operational reality doesn't match the plan.
• Knows how to hold teams accountable without relying on red tape.
• Is ready to move up or break out of a crowded space. You may be a Senior Lead or Team Manager in a large BPO or tech firm.

What We Offer

• High Impact Mandate: Direct access to leadership with the authority to design foundational processes that will carry the company through its next stage of growth.
• Designed for builders who value impact and ownership over corporate perks.
• Compensation: ₱50,000 – ₱70,000 Gross Monthly.

This role isn't for everyone. If you're looking for comfort, predictability, or corporate polish, swipe, else, apply.