Call Center & Company Communications Manager

Responsibilities

The manager will oversee daily call center operations, ensuring professional communication and efficient call routing for clients and internal teams. They will also support company-wide communication, administrative projects, and HR-related documentation to ensure organizational alignment.

Requirements

The ideal candidate should have experience in call center operations, customer service, or administrative management. Strong organizational skills, professional communication abilities, and the capacity to handle sensitive situations with good judgment are essential.

Skills

• Call center management
• Customer service
• Communication
• Administrative management
• Project coordination
• HR support
• Employee relations
• Problem solving
• Organization
• Time management
• Conflict resolution
• Documentation
• Leadership
• Interpersonal skills
• Process improvement

Benefits

• HMO with 1 free dependent
• Life insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual performance-based merit increases
• Employee recognition
• Career growth and learning

About this role

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.
The Ideal Candidate:
Communicates exceptionally well by phone, email, and in person.
Is warm, professional, confident, and service-oriented.
Is highly organized and dependable.
Can manage multiple priorities without losing track of details.
Takes ownership and follows through without needing constant reminders.
Exercises good judgment when handling sensitive situations.
Knows when to solve an issue directly and when to escalate it.
Works effectively with employees at every level of an organization.
Is comfortable learning new systems, processes, and responsibilities.
Enjoys creating organization, improving communication, and making sure things get done.
Preferred Background
We would especially value candidates with experience in one or more of the following:
Call center or high-volume phone operations
Customer service
Office or administrative management
Healthcare, home care, senior care, or another service-oriented organization
Employee or internal communications
HR or employee-relations support
Project coordination
HMO with 1 free dependent upon hire
Life Insurance
20 PTO credits annually
VL and SL cash conversion
Annual Performance-Based Merit Increases and Employee Recognition
Great Company Culture
Career Growth and Learning
WFH, Night Shift
Php 55,000 Basic + Allowance

About SuperStaff

Outsourcing/Offshoring · 501-1,000 employees · headquartered in Makati City, NCR · founded 2009