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Call Center Manager

  • On-site
    • Muntinlupa City

Job description

Position Type: Experienced - Manager Level

Employment Type: Full-Time

Work Setup: On-site, M-F 8am-5pm

Location: Alabang, Muntinlupa City

Budget: PHP 60,000

Industry: Insurance 


About the Job:

Our client is looking for a driven and experienced Call Center Manager to lead and optimize our call center operations. This role is responsible for overseeing a team of 25+ agents across multiple functions including Sales, Customer Support, and Retention. The ideal candidate will bring a strong sales-driven approach, a commitment to customer satisfaction, and a proven track record of leading high-performance teams in a fast-paced environment.


Company Profile:

Our client is leading insurance provider in the Philippines, offering affordable and comprehensive auto, health and travel insurance solutions for Filipinos.


Scope & Responsibilities:

  • Team Leadership & Development: Lead 25+ telemarketers across Sales, Customer Support, and Retention teams; develop and implement training programs; provide one-on-one coaching; manage staff scheduling for optimal coverage and work-life balance.
  • Performance Management: Set and monitor KPIs for individual agents and teams (sales, revenue, customer satisfaction, first call resolution); create performance improvement plans; generate regular performance reports with actionable insights.
  • Quality Assurance & Process Improvement: Implement and maintain quality monitoring programs; evaluate and enhance call center processes; ensure adherence to scripts and quality standards; update SOPs for operational consistency.
  • Customer Satisfaction & Client Relations: Ensure team meets customer satisfaction and first call resolution goals; implement strategies to improve customer experience; manage customer feedback and escalations.
  • Cross-Functional Collaboration: Align customer service efforts with Sales, Operations, and Marketing teams; build relationships with third-party vendors to optimize support.
  • Team Development & Retention: Foster a culture of high morale and continuous learning; reduce turnover and improve retention; support internal career growth and performance evaluations.


Job requirements

Required Qualifications:




  • Bachelor's degree in Business Administration, Management, or related field (Master’s degree preferred).
  • Minimum of 5 years of experience in call center management, with at least 3 years in a senior leadership position.
  • Proven experience in managing teams across multiple functions (Sales, Service, Support).
  • Strong background in sales-driven performance and customer service excellence.





    • Preferred Qualifications:




  • Proficiency in call center management software, CRM systems, and workforce management tools.
  • Advanced skills in Excel and data analysis for performance tracking and reporting.
  • Experience with call center performance metrics and KPIs.
  • Familiarity with customer journey design and customer experience strategies.
  • Strong understanding of workforce management and scheduling tools.
  • Demonstrated success in driving sales and optimizing operational efficiency in call centers.
  • Excellent leadership, communication, and interpersonal skills.


    • Join our client team and unlock a range of enticing benefits, including:

    • Competitive Base Salary
    • HMO with 2 Free Dependents
    • 14th Month Pay
    • Medical Allowance/Reimbursement
    • Performance Bonus
    • Christmas Cash Gift
    • 15 SL and VL
    • Leave Conversion



    About Likha Careers:

    Likha is a traditional Tagalog (Filipino) word that means ‘to create’ or creation. At its core, Likha Careers exists to help create a world where people of all walks of life have the opportunity to participate in a positive and rewarding career where happiness, pride, and financial security are achieved. We do this through thoughtful, people-centric career services.

    Let’s create your career together!

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