Project Manager (Global Call Center Operations)

TL;DR

Project Manager (Global Call Center Operations): Consolidating and unifying call center operations across multiple international markets and segments with an accent on driving the transition from local to global standardized operating models and implementing clear processes. Focus on optimizing campaign performance, ensuring data quality, and managing external vendor relationships for measurable business impact.

Location: Remote (Global) with hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome or Bologna. Must have the legal right to work in your country of residence or the location of the role (visa sponsorship is not provided).

Company

hirify.global Group is the world’s largest healthcare platform, connecting 24 million patients with 280k doctors across 13 countries.

What you will do

• Own and manage multiple call center projects across 8 international markets.
• Drive the transition from local to a global, standardized operating model for call center operations.
• Act as the main point of contact for external call center agencies.
• Ensure smooth processes for database preparation and analyze daily performance data.
• Align with internal and senior stakeholders, communicating priorities and progress.
• Identify opportunities and implement optimizations for campaign performance.

Requirements

• Proven experience in call center operations or customer service, ideally in an international, multi-market setup for minimum 2 years.
• Experience managing external vendors and performance-based delivery models.
• Strong prioritization, decision-making, and change management skills.
• Strong analytical skills with proficiency in Excel.
• Excellent stakeholder management and cross-cultural communication experience.
• English – Fluent.
• Must have the legal right to work in your country of residence or the location of the role (visa sponsorship is not provided).

Nice to have

• Spanish – strong plus.

Culture & Benefits

• Access to global benefits including healthcare insurance and wellness support.
• Time off for vacation, birthdays, and recharging.
• Opportunities for career growth and development.
• Work with a truly global, diverse, and inclusive team.
• Flexible remote work and hours; option to work from hubs in various cities.

Hiring process

• Intro Chat with Talent Partner.
• SHL numerical assessment.
• Hiring Manager Technical Interview.
• Take-home Business Case with collaborative discussion.
• References & Offer.