Call Center Operations Manager

Location: Philippines (100% Remote)

Employment: Full-Time | Independent Contractor (proposed)

Compensation: $2,500–$3,000 USD/month base, depending on experience, with potential performance incentives (proposed range, pending client approval)

Schedule: U.S. business hours, with flexibility to manage staggered shifts across Eastern through Pacific time zones

Industry: Life Insurance | BPO | Outbound Appointment Setting

You’ve managed call centers. Have you ever built one?

Have you successfully launched an outbound calling operation from the ground up?

Do you know experienced appointment setters who would join you in building a high-performing team?

Are you tired of managing someone else’s processes and ready to take ownership of an operation where your decisions directly impact business results?

We’re looking for a builder, not just a supervisor.

Our client, an established U.S. life insurance organization, is expanding its appointment-setting operations and needs an experienced Philippines-based leader to take ownership of building, managing, and scaling a dedicated remote call center team.

This is an opportunity to establish the operational foundation, recruit your team, develop performance standards, and directly influence the success of licensed insurance producers across the United States.

The Opportunity

You won’t be starting without resources.

Our client already has an established lead pipeline, CRM and scheduling systems, proven scripts, rebuttal frameworks, AI-powered role-play training, reporting processes, and a leadership team committed to supporting the operation.

Your responsibility is to turn those resources into a consistently performing appointment-setting team.

You’ll work directly with U.S. leadership while taking ownership of the people, processes, performance, and day-to-day execution.

What You’ll Own

1. Build and launch the team

Recruit, screen, hire, and onboard an initial team of five experienced appointment setters.
Leverage your existing network of qualified outbound agents where possible.
Establish staffing schedules and operating procedures.
Implement the client’s existing training materials and workflows.
Prepare the operation for launch and early-stage performance optimization.

2. Lead daily operations

Take full ownership of day-to-day call center management.
Monitor attendance, agent productivity, call quality, and appointment outcomes.
Manage schedules across U.S. time zones.
Conduct coaching sessions, performance reviews, and corrective action plans.
Build a culture of accountability, ownership, and consistent execution.

3. Drive appointment quality and performance

Optimize outbound appointment-setting campaigns supporting U.S. life insurance producers.
Track qualified appointments, show rates, completed presentations, and conversion metrics.
Identify performance gaps and implement improvements.
Deliver clear operational reporting to U.S. leadership.
Ensure agents prioritize appointment quality rather than simply call volume.

4. Build an operation that scales

Grow the team from five to approximately ten agents within the first 90 days.
Develop a scalable operating structure capable of supporting 10–15+ agents.
Identify and develop future team leads and supervisors.
Improve workflows, productivity, training effectiveness, and quality assurance.
Help establish a sustainable operation that can expand as the business grows.

5. Maintain quality and compliance

Ensure agents follow approved calling scripts, consumer privacy requirements, and applicable U.S. telemarketing procedures.
Monitor call quality and professional communication standards.
Work closely with the client’s leadership team on training, compliance, and performance expectations.
Ensure appointment setters remain within their authorized responsibilities, with licensed insurance producers handling insurance recommendations and sales.

What Success Looks Like

First 30 days

Understand existing systems, scripts, lead sources, and training processes.
Recruit and onboard the initial five appointment setters.
Establish operational reporting, scheduling, and accountability.
Launch the team and begin measuring actual performance.

First 60 days

Stabilize daily operations.
Improve agent productivity and appointment quality.
Establish reliable performance benchmarks based on actual lead and conversion data.
Develop a repeatable recruitment and onboarding process.

First 90 days

Scale toward ten appointment setters.
Establish consistent management and quality assurance processes.
Demonstrate measurable improvements in qualified appointments and completed presentations.
Build the foundation for continued expansion.

The client’s longer-term operational goal is to support approximately 200–250 completed presentations weekly across its producer network. This is a business target, not a guaranteed individual performance outcome.

Who We’re Looking For

You are an experienced call center operator who knows how to build a team, not simply manage an existing one.

Must-have qualifications

5+ years of relevant BPO or call center operations experience, preferably including leadership responsibility.
Demonstrated experience launching or scaling outbound appointment-setting teams.
Experience supporting U.S.-based campaigns and customers.
Proven ability to recruit, onboard, coach, and manage remote agents.
Strong command of call center KPIs, reporting, quality assurance, and workforce scheduling.
Experience managing outbound lead qualification, follow-up, and appointment-setting workflows.
Excellent written and spoken English.
Ability to work U.S.-aligned hours.
Currently based in the Philippines.

Highly preferred

Experience supporting U.S. life insurance, final expense, or financial services campaigns.
An existing professional network of experienced appointment setters.
Experience building teams of 5–15+ agents.
Familiarity with CRM systems, dialers, scheduling platforms, and AI-assisted training.
Experience developing team leads and supervisors.
Knowledge of lead generation and outbound campaign optimization.

The Traits That Matter Most

Builder’s mentality: You see an opportunity to create something and know how to execute.

Ownership: You take responsibility for results rather than waiting for instructions.

Resourcefulness: You know how to find great people, solve operational problems, and improve processes.

Performance orientation: You understand that completed, qualified presentations matter more than impressive call-volume reports.

Leadership: You can develop a team that performs consistently without constant oversight.

Why This Opportunity Is Different

This isn’t another call center management position where you’re inheriting a team and following a rigid playbook.

You’ll have the opportunity to build a dedicated operation, influence its structure, recruit your own team, and work directly with U.S. business leadership.

The organization already provides leads, scripts, foundational training, systems, and AI-supported practice tools. Your focus will be on building the people and operating discipline required to deliver results.

For the right person, this offers the opportunity to grow alongside an expanding operation and potentially take on broader leadership responsibilities as the team scales.

How to Apply

We’re especially interested in hearing from candidates who have already built outbound appointment-setting teams and can demonstrate measurable results.

When applying, please include:

The largest outbound call center team you’ve built or managed.
Examples of U.S.-focused campaigns you’ve supported.
Your experience recruiting and onboarding appointment setters.
Whether you have an existing network of experienced agents who may be available to join.
Your current location in the Philippines, compensation expectations, and availability.

If you’ve built a high-performing outbound operation before and are ready to do it again with greater ownership, we’d like to hear from you.