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).

• 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)

What to Expect from Our Hiring Process 

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

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

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

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

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

5️⃣ References & Offer! 

Why You’ll Love It Here

💙 Global Benefits – No matter where you are, you’ll have access to:

• Healthcare insurance – so you can focus on what matters.
• Wellness that works for you – from gym memberships to mental health support, we’ve got you covered.
• Time off that counts – whether it’s 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 – We’re growing, and so can you! You’ll find lots of chances to learn, develop, and explore new paths—whether 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 aren’t just buzzwords here. While the extent of flexibility depends on your role and team, we value results over rigid schedules. Prefer an office setting? You're 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 – we're 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.

Don’t just take our word for it—check out our Glassdoor to hear what our people say!

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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.