Call Center Representative

• Provide day-to-day leadership, supervision and support across the contact centre team.
• Lead and support consultants across retail sales and policy administration activities.
• Drive sales and retention performance in line with established team targets and KPIs.
• Monitor team performance across inbound and outbound activity, conversion and customer outcomes.
• Coach and mentor consultants through regular day-to-day and weekly feedback and development.
• Identify performance gaps, errors and recurring issues and provide timely coaching and follow-up.
• Answer day-to-day questions and provide practical guidance to consultants.
• Act as the escalation point for complex or challenging customer service matters.
• Support consultants in managing difficult customer interactions and identifying appropriate resolutions.
• Coach consultants to progress sales conversations using clear, customer-focused communication.
• Support policy administration, renewals and retention activity.
• Provide coaching and follow-up in response to quality and compliance findings.
• Maintain clear communication regarding expectations, priorities and performance.
• Support collaboration between onshore and offshore team members.
• Provide customer-facing support primarily through escalations, advice and call-handling improvement rather than routine queue coverage.
• Perform other position-level duties as required.

Call Centre Team Leader – Insurance

• Answer and place patient calls covering scheduling, authorization/eligibility checks, and billing questions
• Verify insurance coverage and process pre-authorization requests
• Update patient records accurately in AdvancedMD
• Escalate complex or sensitive cases to clinical or billing staff as needed
• Maintain HIPAA-compliant handling of all patient information
• Document call outcomes and follow-up actions consistently

Call Center Representative, Healthcare – Patient Services

• 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

Call Center Manager

• Conduct telephone research interviews
• Collect data on property key data points
• Record results into the internal data collection system
• Conduct efficient and accurate online research using various tools
• Understand the importance of key industry data points being gathered
• Confirm and update information in the data collection system
• Follow strict guidelines for obtaining consistent, unbiased data
• Meet stringent quality assessment standards and work monitoring requirements
• Cooperate with co-workers and management toward department goals
• Maintain center standards for performance and productivity
• Follow all center policies and procedures
• Provide information to help clients meet business needs in the multifamily industry

Call Center Representative jobs in Philippines

Call Centre Team Leader – Insurance

Call Center Representative, Healthcare – Patient Services

Call Center Manager

Virtual Call Center Agent, Outbound Market Research