Senior Leader Contact Center Operations

7 days 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

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