Global Leadership Position for Contact Center Excellence

4 days ago

Paranaque City, Calabarzon, Philippines beBeeOperational Full time ₱900,000 - ₱1,200,000
Senior Manager, Solutions Hub Contact Center Operations

The Senior Manager, Solutions Hub Contact Center Operations leads and evolves our employee support experience globally. This role is pivotal in driving operational excellence and strategic alignment across the multi-functional Contact Center ecosystem, ensuring high-quality service delivery and service delivery improvement.


Key Responsibilities
  • Lead Contact Center operations, ensuring consistent service delivery across inbound channels (phone, chat, web forms).
  • Partner with global and regional stakeholders to align service delivery with evolving business needs.
  • Drive performance against KPIs and SLAs through strategic resource planning, coaching, and continuous improvement.
  • Champion a customer-first culture, using data and insights to identify trends and root causes, and implement solutions that enhance employee experience.
  • Collaborate with Knowledge Management, Product Owners, and Service Delivery teams to ensure content, workflows, and escalation paths are optimized.
  • Oversee training programs and quality assurance processes to maintain high standards and support team development.
  • Lead cross-functional initiatives to reduce escalations and improve resolution at the first point of contact.
  • Foster a high-performing, inclusive team culture and develop a strong pipeline of global, diverse talent.
  • Partner with the Knowledge Operations team to continuously improve self-service capabilities by enhancing article quality, optimizing searchability, and aligning content with real-time employee needs.
  • Collaborate with Workforce Management to monitor live call and chat volumes, ensuring staffing levels and response times meet service level targets and adapt dynamically to demand.
  • Engage with other Solutions Hub Contact Center teams—including HR Helpdesk, ITSM, and Expense Reporting—to share best practices, align escalation protocols, and drive consistency in employee support across functions.
Requirements
  • Bachelor's degree in Business, Finance, or related field required.
  • 10+ years of progressive leadership in Contact Center or Shared Services environments.
  • Proven success managing regional or global teams, with a strong understanding of cultural and operational nuances.
  • Expertise in R2P domains, with working knowledge of Tier 2 functions and digital platforms (e.g., SAP S4, Ariba, Tungsten).
  • Experience with service center technologies (case management, telephony, chat, knowledge systems).
  • Strong analytical, communication, and stakeholder management skills.
  • Demonstrated ability to drive measurable improvements in service delivery.
What We Offer
  • Competitive Benefit Package
  • Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More
  • Learning & Development Opportunities
  • Employee Resource Groups
  • Flexible Work Arrangements

We are committed to creating an inclusive environment where all employees feel valued and respected.

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