CRM Manager I Contact Center Head

3 weeks ago

Mandaluyong, Philippines HRTX Full time

About the job CRM Manager I Contact Center Head (Telco) Location: Mandaluyong, On-site, Morning Shift Benefits: Car Plan + 14th month We are seeking an experienced and strategic Contact Center Management Head to lead and elevate multi-channel customer service operations for a well-established organization. This role is ideal for a proven leader who can drive performance excellence, optimize customer experience across all touchpoints, and manage large-scale operations with multiple outsourced vendors. You will serve as a key driver in shaping and executing contact management strategies, ensuring exceptional customer satisfaction and operational efficiency. Key Responsibilities Oversee the day-to-day operations of the contact center across inbound, outbound, and digital channels (voice, email, chat, and social media). Develop and implement customer care strategies focused on quality, satisfaction, service levels, and retention. Lead churn management and after-sales initiatives to ensure customer loyalty. Manage and evaluate outsourced vendors to ensure adherence to KPIs and service standards. Drive performance improvements through process optimization, automation, and innovation. Monitor customer feedback, analyze trends, and implement improvement initiatives. Lead and develop a team of managers and frontline agents, fostering leadership and succession within the group. Manage budgets, cost-to-serve initiatives, and operational efficiency targets. Support marketing-led retention programs and ensure seamless customer engagement across all touchpoints. Qualifications Bachelors degree in any business-related or communication field. At least 8 years of experience managing large-scale contact center operations , preferably in telecommunications, digital entertainment or technology . Proven expertise in multi-channel customer management (voice, email, chat, and social platforms). Strong background in vendor management and workforce management tools. Excellent communication, analytical, and leadership skills. Strategic thinker with strong business acumen and decision-making ability. Proficient in MS Office, particularly Excel and reporting tools. #J-18808-Ljbffr

  • Contact Center Management Head

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines HRTX Full time ₱1,500,000 - ₱3,000,000 per year

    Work Schedule: Dayshift Location: Mandaluyong Industry: Media IndustryThe Contact Center Management Head leads and supervises all aspects of customer care, including handling escalations, fulfillment, technical field support, and branch or customer experience center operations. This role focuses on creating strategies to achieve key performance metrics and...

  • Contact Center Management Head

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines HRTX Full time ₱2,000,000 - ₱2,500,000 per year

    Work Schedule: DayshiftLocation: MandaluyongIndustry: Media IndustryThe Contact Center Management Head leads and supervises all aspects of customer care, including handling escalations, fulfillment, technical field support, and branch or customer experience center operations. This role focuses on creating strategies to achieve key performance metrics and...

  • Sr. CRM Manager

    3 weeks ago

    Mandaluyong, Philippines HRTX Full time

    Key Responsibilities: Customer Care Operations: Oversee and ensure high-quality performance across: (Technical Field Support, Brand and Customer Experience Center Operations & Escalation and Fulfillment. Develop and execute strategic plans to meet and exceed service KPIs including resolution rate, satisfaction scores, and churn reduction. Benchmark across...

  • Sr. CRM Manager

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines HR TechX Corp. Full time $60,000 - $120,000 per year

    Key Responsibilities:Customer Care Operations:Oversee and ensure high-quality performance across: (Technical Field Support, Brand and Customer Experience Center Operations & Escalation and Fulfillment.Develop and execute strategic plans to meet and exceed service KPIs including resolution rate, satisfaction scores, and churn reduction.Benchmark across...

  • Contact Center Representative_Shaw

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Acquire Intelligence Full time ₱150,000 - ₱250,000 per year

    We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the worldAcquire BPO is an award-winning business process outsource provider, to some of the world's largest brands operating...

  • Organizational Development Manager

    3 weeks ago

    Mandaluyong, Philippines HRTX Full time

    Organizational Development Manager - HRBP ( BPO I TECH I SHARED SERVICE) Job Openings Organizational Development Manager - HRBP ( BPO I TECH I SHARED SERVICE) About the job Organizational Development Manager - HRBP ( BPO I TECH I SHARED SERVICE) Work Setup: On-siteWork Schedule: Monday to FridayLocation: Mandaluyong CityRole Overview The Organizational...

  • Senior Contact Center Platform Engineer

    4 weeks ago

    Mandaluyong, Philippines Xurpas, Inc. Full time

    Xurpas, Inc. Mandaluyong, National Capital Region, Philippines Posted 1 day ago - Be among the first 25 applicants Responsibilities As a senior engineer, you will focus on system engineering, automation, and serve as the final escalation point. Your duties will align with one of the following specializations: Automation: Create and manage automation...

  • Head of Marketing

    2 weeks ago

    Mandaluyong, Philippines Data Analytics Ventures, Inc. | Go Rewards Full time

    Manager, Culture, Engagement, Comms at JG Summit and Acting HR Head for DAVI I lead the team that shapes how millions of Filipinos experience rewards and loyalty through Go Rewards, the leading and most-loved coalition loyalty program in the Philippines. I tell stories that connect our brands to real people — inspiring engagement, advocacy, and love for...

  • Delivery Lead Section Head | AVP to VP

    3 weeks ago

    Mandaluyong, Philippines TapTalent.ai Full time

    About the job Delivery Lead Section Head | AVP to VP We're Hiring: Delivery Lead Section Head | AVP to VP! Location: Mandaluyong, PhilippinesWork Mode: Work From OfficeRole: Delivery Lead Section Head | AVP to VP Job Summary: The Delivery Lead Section Head will be responsible for leading and managing the delivery of multiple technology change projects within...

  • Marketing Head

    1 day ago

    Mandaluyong, Philippines VRP MEDICAL CENTER Full time

    JOB SUMMARY With the guidance of the Business Development Division/Administrator/President, the Marketing Head shall formulate and install key marketing strategies to increase hospital brand awareness, hospital services and facilities to the internal community (active and visiting consultants, and internal departments), to the external community (patients,...