Senior Leader Contact Center Operations

2 days ago

Manila, National Capital Region, Philippines TalentHero Full time
Overview

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


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