- Location
- Makati City, Metro Manila, Philippines · published · Angeles, Pampanga, Philippines
- Department
- Operations
- Seniority
- Manager
- Source
- Workable
Description
We are looking for a highly organized, personable, and responsive Call Center & Company Communications Manager to oversee our live answering and company communication functions. This is a highly visible role within our organization. You will help ensure that clients, families, caregivers, referral partners, and employees receive a professional and helpful experience.
You’ll also serve as an important communication link between our callers and internal teams, helping make sure questions get answered, messages reach the right people, and urgent concerns do not fall through the cracks.
What You’ll Do:
Manage Our Main Phone & Call Center Function
- Oversee the day-to-day operation of our live answering and call-routing function.
- Ensure incoming calls are answered professionally and directed to the appropriate person or department.
- Monitor call quality, response times, and message accuracy.
- Identify recurring questions, complaints, and communication issues and bring important trends to leadership’s attention.
Create an Excellent Caller Experience
- Provide a warm, professional experience for clients, families, caregivers, referral sources, and community partners.
- Help callers navigate the organization and quickly connect with the right resource.
- Maintain clear call guides, FAQs, and scripts for commonly received questions.
- Ensure urgent calls and escalations are appropriately handed off to Scheduling, Client Services, HR, or leadership.
Support Company-Wide Communication
- Help information move clearly and consistently between departments.
- Support internal communications so employees remain informed and aligned.
- Track common questions and issues coming through the phone system and identify opportunities to improve communication and processes.
Provide Administrative & Project Support
- Assist with company communications, documentation, and special projects.
- Coordinate follow-up across multiple departments.
- Help ensure important assignments move from discussion to completion.
- Support HR-related communications and projects when assigned, including employee communications, documentation, employment verification, and policy or process support.