Project Manager – Global Call Center Operations

As part of the B2B Marketing team the Project Manager Global Call Center Operations will be responsible for consolidating and unifying call center operations across multiple markets and segments (Doctors & Clinics).

Today call center activities are managed locally across countries with different providers and models. This role is critical in shifting from a local setup to a global model that ensures efficiency data quality and measurable business impact.

The role combines hands-on project execution with stakeholder and partner management and will have a direct impact on MAL MQL and revenue outcomes from call center campaigns.

Key Responsibilities

1. Global Call Center Project Management

• Own and manage multiple call center projects across 8 international markets 

• Run day-to-day call center campaigns while ensuring alignment with business objectives for both Doctors and Clinics segments.

• Prioritize markets initiatives and ad-hoc requests based on business impact and readiness.

2. Call Center Operations Consolidation

• Drive the transition from local call center management to a global standardized operating model.

• Lead the unification of campaigns toward a pay-per-success model where applicable.

• Define and implement clear repeatable processes for campaign setup execution and reporting.

3. External Partner Management

• Act as the main point of contact for external call center agencies across markets.

• Ensure delivery against agreed outcomes timelines and quality standards.

• Monitor whether promised results (e.g. MQL conversion volumes) are achieved.

4. Data Quality Reporting & Performance Analysis

• Ensure a smooth and predictable process for database preparation and new data scrappings in collaboration with internal teams.

• Analyze daily performance data from call centers to assess:

  • Data quality (phone number validity reachability)

  • Agent performance

  • Conversion to MALs MQLs and wins

• Deliver consistent daily reporting across all markets and segments.

5. Stakeholder Alignment & Communication

• Work closely with internal stakeholders including: Heads of Marketing per market/segment

• Align with VPs of segment - Gaela and Clement on performance lead quality and the shift toward a global model.

• Clearly communicate priorities trade-offs and progress to senior stakeholders.

6. Optimization Innovation & Testing

• Identify opportunities to improve campaign performance and efficiency.

• Design test and implement optimizations such as: Advanced database segmentation New operational or reporting approaches

• Bring call center expertise to uncover optimizations not yet visible to the business.

Reporting Line

• This role will report into Joanna Global Head of Marketing (Doctors).

Qualifications :

• 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

Strategic

• Strong prioritization and decision-making skills

• Ability to say no and focus on highest-impact markets and initiatives

• Comfortable driving change from local to global ways of working

Operational

• Strong analytical skills with daily performance tracking and reporting

• High proficiency in Excel (current core tool; openness to improving tooling)

• Ability to spot patterns risks and opportunities in data

Interpersonal & Leadership

• Excellent stakeholder management and influencing skills

• Cross-cultural communication experience

• Confident working with many internal and external partners

Languages

• English Fluent

• Spanish strong plus (many Spanish-speaking markets and call centers)

Additional Information :

What to Expect from Our Hiring Process 

We like to keep things transparent and efficient! Heres what the process usually looks like (though it might vary slightly depending on the role):

1 Intro Chat: A first call with our Talent Partner Ainhoa to explore mutual fit around relevant skills value alignment and motivation. 

2 SHL numerical assessment: A 20-minute SHL numerical reasoning test to assess your numerical acumen given the analytical nature of the role.

3 Hiring Manager Technical Interview: A deeper conversation about your background aspirations and experience with Joanna (your potential manager) 

4 Business Case: A take-home exercise with dedicated prep time designed to understand how you approach real-life problems and think through regulatory scenarios. Youll then walk us through your approach in a collaborative discussion with the hiring manager and Martyna.

5 References & Offer! 

Why Youll Love It Here

Global Benefits  No matter where you are youll have access to:

• Healthcare insurance so you can focus on what matters.
• Wellness that works for you from gym memberships to mental health support weve got you covered.
• Time off that counts whether its a vacation your birthday or just a day to recharge we believe in balance.

Local Perks  Depending on your location you will be entitled to local benefits like meal vouchers (ticket restaurant) transport allowances or extended parental leave.

Career Growth  Were growing and so can you! Youll find lots of chances to learn develop and explore new pathswhether within your team or through cross-functional projects.

A Truly Global Team  Work with talented people from all over the world in a diverse and inclusive environment.

Flexibility That Works for You  Remote work and flexible hours arent just buzzwords here. While the extent of flexibility depends on your role and team we value results over rigid schedules. Prefer an office setting Youre welcome at any of our hubs in Barcelona Warsaw Curitiba Rio de Janeiro Mexico City Bogotá Munich Rome or Bologna.

Please note: At this time we are not able to sponsor visas for this position. To apply you must already have the legal right to work in your country of residence or the location of the role.

What We Believe In 

At Docplanner our values guide everything we do:

Focus on results  were here to make an impact.

Think like an owner  take responsibility drive outcomes.

Keep it simple keep it lean  smart solutions over complexity.

Be respectful and radically honest  openness builds trust.

Learn and be curious  growth is part of the job.

Dont just take our word for itcheck out our Glassdoor to hear what our people say!

We are committed to building a team that represents a variety of backgrounds perspectives and skills. We welcome applicants from all walks of life regardless of gender disability or background and are dedicated to fostering an inclusive workplace where everyone feels valued and empowered to contribute.

Remote Work :

Yes

Employment Type :

Full-time