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Head of Contact Center Operations and Strategy

1 week ago

Quezon City, National Capital Region, Philippines iQor Full time

iQor is seeking a seasoned Head of Contact Center Operations and Strategy to join our team. In this role, you will be responsible for developing and implementing strategies to drive operational excellence and enhance customer satisfaction. You will lead cross-functional teams to execute growth initiatives, analyze operating results, and develop innovative solutions to meet customer needs.

Key Responsibilities:
  • Buid strategies to execute growth initiatives that will drive business results.
  • Analyze operating results to establish objectives and drive solutions.
  • Develop and implement innovative solutions to enhance customer satisfaction.
  • Influence stakeholders and colleagues to drive business outcomes.
  • Communicate effectively with customers to understand service needs and problems.
Requirements:
  • Bachelor's Degree in Business Administration, Finance, or equivalent work experience.
  • 10+ years of contact center operations experience.
  • 5+ years working in/with a BPO in a leadership capacity.
  • Advanced proficiency with Workforce Management Operations and platforms.