Senior Leader Contact Center Operations

2 weeks ago

Taguig, Philippines TalentHero Full time

We’re Hiring: Senior Leader – Contact Center Operations (Financial Services)

Location: Pasay or Taguig (Full Onsite)
Level: Director

Are you a seasoned leader with a passion for driving operational excellence and customer experience in the financial services industry? We are looking for a Senior Leader to oversee the end-to-end operations of our customer service contact center.

What You’ll Do:

- Lead and manage high-volume, multi-channel operations (voice, chat, email, mobile).
- Develop strategies to boost customer satisfaction, efficiency, and employee engagement.
- Drive key performance metrics (CSAT, FCR, AHT, SLA) to meet business goals.
- Ensure compliance with strict regulatory and risk management requirements.
- Collaborate with IT, Product, Risk, and Compliance teams on digital transformation.
- Lead workforce planning, training, and development to build high-performing teams.
- Manage budgets, forecasts, and cost optimization strategies.
- Act as a key liaison with senior stakeholders to support strategic initiatives.

What We’re Looking For:

- 18+ years of leadership experience in contact center operations (preferably banking/financial services).
- Strong track record in managing large, complex teams.
- Deep knowledge of CRM systems and omnichannel platforms.
- Excellent leadership, coaching, problem-solving, and stakeholder management skills.
- Proficiency in MS Office tools (Excel, PowerPoint, Word).
- MBA or equivalent preferred.

Nice to Have:

- Experience in setting up or transitioning contact center operations.
- Familiarity with digital banking tools & customer experience technologies.
- Six Sigma, Lean, or similar process improvement certifications.

If you are ready to make an impact and lead large-scale customer operations in a dynamic financial services environment, we want to connect with you

  • Senior Leader Contact Center Operations

    4 weeks ago

    Taguig, Philippines TalentHero Full time

    We’re Hiring: Senior Leader – Contact Center Operations (Financial Services) Location: Pasay or Taguig (Full Onsite) Level: Director Are you a seasoned leader with a passion for driving operational excellence and customer experience in the financial services industry? We are looking for a Senior Leader to oversee the end-to-end operations of our...

  • Senior Leader of Contact Center Operation

    4 weeks ago

    Taguig, Philippines blaseek Full time

    Senior Leader of Contact Center Operation (Financial Services) Location: Taguig, National Capital Region, Philippines Job Summary We are looking for an accomplished and strategic leader to direct large-scale contact center operations in the financial services sector. This role requires deep expertise in bank operations (preferably collections) and customer...

  • Team Leader – Contact Center Operations

    5 days ago

    Taguig, National Capital Region, Philippines PRO INTEGRATE WORLD IT CONSULTING INC. Full time ₱480,000 per year

    Team LeaderLocations: Taguig/Pasay - OnsiteSchedule: AUAbout the Role:We are seeking a Team Leader who will play a key role in managing and supporting a team of customer service professionals. This position is ideal for someone who thrives in a fast-paced environment, enjoys developing people, and is passionate about delivering excellent customer...

  • Workflow Management Senior Manager

    1 week ago

    Taguig, National Capital Region, Philippines Google Operations Center Full time ₱2,000,000 - ₱2,500,000 per year

    Join UsAt Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join usThe Auction and Reserve teams manage the set up and implementation of high visibility, complex...

  • Tech Process Senior Associate

    4 weeks ago

    Taguig, Philippines Google Operations Center Full time

    Tech Process Senior Associate - Payments - Pay Ops Join to apply for the Tech Process Senior Associate - Payments - Pay Ops role at Google Operations Center Tech Process Senior Associate - Payments - Pay Ops 3 days ago Be among the first 25 applicants Join to apply for the Tech Process Senior Associate - Payments - Pay Ops role at Google Operations Center...

  • Resource Optimization Senior Associate

    2 weeks ago

    Taguig, National Capital Region, Philippines Google Operations Center Full time ₱900,000 - ₱1,200,000 per year

    Join UsAt Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join usAs a Resource Optimization Senior Associate, you will be supporting a 24x7 business model (shift timings...

  • Digital Media Senior Associate

    2 days ago

    Taguig, National Capital Region, Philippines Google Operations Center Full time ₱900,000 - ₱1,200,000 per year

    Join UsAt Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join usAs the Digital Media Senior Associate you will work on external (client/Advertiser facing) products like...

  • Resource Optimization Senior Associate

    1 week ago

    Taguig, Philippines Google Operations Center Full time

    Join to apply for the Resource Optimization Senior Associate - Hive - Cloud Support role at Google Operations Center At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to...

  • Metrics & Reporting Senior Associate - Customer Support - IVL

    3 weeks ago

    Taguig, Philippines Google Operations Center Full time

    Overview Metrics & Reporting Senior Associate - Customer Support - IVL role at Google Operations Center. We help Google users and customers solve problems and achieve their goals, with a culture focused on continuous improvement and collaboration. The Trust & Safety Adspam Team safeguards the integrity of the online advertising landscape by analyzing...

  • Workflow Management Senior Manager

    3 weeks ago

    Taguig, Philippines Google Operations Center Full time

    Overview Workflow Management Senior Manager - LCS Implementation - MCM Reserve. Location: Taguig, National Capital Region, Philippines (onsite consideration as applicable). We manage the setup and implementation of high visibility, complex advertising campaigns for Platinum, Titanium and Gold customers. As the Senior Manager for the workflow, you will lead a...