Director – Contact Center Operations

12 hours ago

Taguig, National Capital Region, Philippines Cobden & Carter International Full time
Overview

We are seeking a seasoned and strategic leader to oversee the end-to-end operations of our customer service contact center within the financial services domain. This role is responsible for driving operational excellence, ensuring regulatory compliance, enhancing customer experience, and leading large, diverse teams across multiple channels (voice, chat, email, mobile).

Responsibilities
  • Lead and manage high-volume contact center operations, ensuring delivery of exceptional customer service across all channels.
  • Develop and implement strategies to improve customer satisfaction, operational efficiency, and employee engagement.
  • Drive performance metrics (CSAT, FCR, AHT, SLA, etc.) and ensure alignment with business goals.
  • Ensure compliance with all regulatory and risk management requirements in a highly regulated financial environment.
  • Collaborate with cross-functional teams (IT, Product, Risk, Compliance) to support digital transformation and process automation.
  • Lead workforce planning, training, and development initiatives to build a high-performing team.
  • Manage budgets, forecasts, and cost optimization initiatives.
  • Serve as a key liaison with senior internal and external stakeholders to support strategic initiatives and continuous improvement.
Qualifications
  • Graduate in any discipline; MBA or equivalent preferred.
  • 18+ years of experience in contact center leadership, preferably in banking or financial services.
  • Proven track record in managing large teams and complex operations.
  • Strong leadership and coaching abilities with a focus on performance and customer centricity.
  • Deep understanding of CRM systems and omnichannel platforms (voice, chat, email, mobile).
Work Setup

Shift: Shifting

Setup: Onsite

By applying, you give consent to collect, store, and/or process personal and/or sensitive information for the purpose of recruitment and employment may it be internal to Cobden & Carter International and/or to its clients.


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