Project Manager – Global Call Center Operations

Experteer Overview

The job sits at the intersection of operations, analytics, and stakeholder management, with a clear impact on MAL, MQL, and revenue from call center activities. You’ll shape a scalable, pay-per-success model and push continuous improvements in reporting and processes.

• Own and coordinate multiple global call center projects across 8 international markets
• Run daily call center campaigns aligned with Doctors and Clinics objectives
• Prioritize markets and initiatives based on impact and readiness
• Drive consolidation from local to global operating model for call centers
• Lead unification of campaigns toward a pay-per-success model where applicable
• Define and implement repeatable processes for campaign setup, execution, and reporting
• Be the main point of contact for external call center agencies across markets
• Ensure delivery against agreed outcomes, timelines, and quality standards
• Monitor promised results such as MQL conversion and volumes
• Ensure smooth data preparation and collaboration with internal teams for data scrapping
• Analyze daily performance data on data quality, agent performance, conversions, and wins
• Deliver consistent daily reporting across markets and segments
• Collaborate with Heads of Marketing per market and VPs on performance and shift to global model
• Communicate priorities, trade-offs, and progress to senior stakeholders
• Identify opportunities to improve campaign performance and efficiency
• Design and test optimizations like advanced database segmentation and new reporting approaches
• Bring call center expertise to uncover unseen optimizations

• 2+ years of proven call center operations or customer service experience in an international, multi-market setup
• Experience managing external vendors and performance-based delivery models
• Strong prioritization and decision-making abilities
• Ability to drive change from local to global ways of working
• Strong analytical skills with daily performance tracking and reporting
• High proficiency in Excel
• Ability to spot patterns, risks, and opportunities in data
• Excellent stakeholder management and influencing skills
• Cross-cultural communication experience
• Fluent in English; Spanish is a strong plus

• Healthcare insurance
• Wellness programs
• Flexible hours
• Remote work options
• Office hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome, Bologna
• Career growth opportunities