Call Center Manager

Global Medical VA Careers

. Manage day-to-day call center planning, operations, and problem-solving to meet targets and operational goals .

Posted 9/23/2026contractRemote • PhilippinesMid-LevelSenior💰 ₱1,175,000 - ₱1,180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in call center operations management, including workforce management, staffing, scheduling, and performance analysis. Proficient in data analysis and reporting to drive operational improvements and meet performance metrics.

Highest-signal resume keywords

Call Center Operations ManagementWorkforce ManagementPerformance Metrics AnalysisData Analysis and ReportingStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce ManagementStaffingSchedulingForecastingCapacity PlanningCall Center Performance MetricsOperational ReportingAnalytical SkillsProblem-SolvingData Interpretation

Soft Skills

Team CollaborationStakeholder ManagementAbility to Perform Under Pressure

Tools & Technologies

MS Office ApplicationsGoogle SuiteExcelGoogle SheetsIntel Core i5-6000AMD Ryzen 5Windows 11MacOS VenturaUSB Noise-Cancelling HeadsetVideo Camera

Industry Keywords

Call CenterContact CenterOperations ManagementKPIService DeliveryProductivityOperational GoalsAttendance ManagementPerformance ImprovementHealthcare

Tech Stack

Tools & technologies

MacOS

About the role

Key responsibilities & impact

Manage day-to-day call center planning, operations, and problem-solving to meet targets and operational goals
Oversee workforce management, including staffing requirements, forecasting, capacity planning, scheduling, and attendance management
Manage staffing and scheduling to ensure workforce coverage based on call volume and business needs
Monitor key performance metrics and identify trends, gaps, and improvement opportunities
Analyze operational data and prepare regular reports on productivity, performance, staffing, service levels, and KPIs
Work with leadership and stakeholders to develop and implement action plans based on operational data and performance results
Identify operational issues through data analysis and recommend improvements to efficiency, productivity, and call center performance
Manage operational concerns, escalations, and challenges affecting service delivery, staffing, or team performance
Collaborate with team leaders, supervisors, and other departments to align staffing, scheduling, performance expectations, and operational requirements
Ensure call center processes, procedures, and workforce management practices are followed and optimized

Requirements

What you’ll need

A Degree in a medical or healthcare-related field is preferred
At least three years of Call Center/Contact Center/Operations Management experience, with strong knowledge of workforce management and operational processes
Experience in workforce management, staffing, scheduling, forecasting, and capacity planning
Strong understanding of call center performance metrics, KPIs, and operational reporting
Highly proficient in the English Language (Both written and oral)
Strong analytical and problem-solving skills with the ability to interpret operational data and identify trends and opportunities
Can perform under pressure and work alongside high-level professionals in a team environment
Must be efficient with MS Office applications and Google Suite, particularly Excel/Google Sheets for data analysis and reporting
Strong communication and stakeholder management skills
Open to working night shifts
Primary system: Intel Core i5-6000 (6th Gen or higher) or AMD Ryzen 5 or higher processor, 8 GB RAM, Windows 11 64-bit or macOS Ventura, USB noise-cancelling headset, and clear video camera
Backup system meeting the stated processor, RAM, operating system, and headset requirements, or UPS capable of powering the workstation for at least 3 hours
Primary DSL/fiber internet connection with minimum 100mb/s contracted speed
Backup internet connection with minimum 20mb/s cellular speed

Benefits

Comp & perks

Rate is as high as $1600 (USD) monthly
Free Training
Paid Time Offs
HMO Coverage
Optical Rewards
Performance-Based Increase
Permanent Work From Home