Call Center Manager

About the role

Workers Benefit Fund is seeking an experienced Call Center Manager to lead the Quito Contact Center. You will be responsible for ensuring high‑quality member experiences across inbound, outbound, appointment scheduling, and re‑engagement programs while supporting the company’s mission to close the benefits access gap for gig and low‑income workers.

Key responsibilities

• Define operational strategy, performance standards, and success metrics for the contact center.
• Make final decisions on staffing, escalation resolution, and workflow optimization.
• Plan resources to maximize team productivity and meet daily objectives.
• Collect, analyze, and report on call‑center KPIs, evaluating both team and individual performance.
• Develop and refine outbound prospecting cadences and touch‑point strategies.
• Hire, coach, and train staff to maintain high service standards.
• Monitor and improve telephone handling procedures and overall processes.
• Create, streamline, and automate reporting for internal stakeholders.
• Ensure compliance with benefit program requirements, scripts, and service standards.

Required profile

• Strong leadership and people‑management abilities with a track record of coaching and motivating teams.
• Excellent verbal and written English communication skills.
• Data‑oriented mindset capable of interpreting KPIs, identifying trends, and implementing corrective actions.
• Ability to run a structured, metrics‑driven contact center with operational discipline.

Required skills