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 service, with proven ability to lead teams of 300+ FTEs. The Director will be responsible for driving operational excellence, ensuring compliance in a regulated environment, and delivering superior customer experiences across multiple channels.

Key Responsibilities
  • Oversee high-volume contact center operations for banking and financial services, ensuring consistent service delivery across voice, chat, email, and mobile.
  • Lead strategies that enhance customer satisfaction, operational efficiency, and employee engagement.
  • Manage key metrics (CSAT, FCR, AHT, SLA) to align with business objectives.
  • Ensure full compliance with banking regulations, risk management requirements, and internal policies.
  • Drive workforce planning, capability building, and performance management for large, diverse teams.
  • Collaborate with technology, product, risk, and compliance teams to advance digital transformation and automation initiatives.
  • Manage budgets, forecasts, and cost optimization efforts.
  • Represent operations in discussions with senior stakeholders to support strategic initiatives.
Required Qualifications
  • At least 18 years of leadership experience as a Director or Head in contact center or shared services operations.
  • Strong background in bank operations (preferably collections) and customer service.
  • Experience managing teams of 300+ FTEs.
  • Stable employment history (no role under 2 years in the past 3 years).
  • Strong leadership, coaching, and stakeholder management skills.
  • Deep understanding of CRM systems and omnichannel platforms.
  • Excellent analytical, problem-solving, and decision-making abilities.
  • Proficient in MS Office applications.
Preferred Attributes
  • Experience in transitions, start-ups, or scaling new contact center operations.
  • Familiarity with digital banking tools and customer experience technologies.
  • Six Sigma, Lean, or similar process improvement certification.
Seniority level
  • Director
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Human Resources Services
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