Contact Center Operations Manager

5 hours ago

Mandaluyong City, National Capital Region, Philippines PM Consulting Full time ₱1,500,000 - ₱2,500,000 per year

We are looking for an experienced Contact Center Operations Manager to lead and manage all customer interaction touchpoints across multiple channels — including inbound and outbound voice, eCare (email, chat, and social media), and fulfillment operations. This role plays a crucial part in shaping and executing the organization's customer experience and retention strategies, ensuring service excellence across all engagements.

Key Responsibilities

Operational Strategy & Execution

  • Oversee daily contact center operations (inbound, outbound, chat, email, and fulfillment).
  • Implement contact management strategies that optimize service levels, resolution rates, and customer satisfaction.
  • Monitor and drive key performance metrics such as NPS, churn rate, first call resolution, and save/upsell rate.
  • Manage VIP accounts and ensure high-quality service for key customers.
  • Identify recurring customer pain points and lead initiatives to eliminate defects and service failures.

Vendor & Stakeholder Management

  • Manage relationships with outsourced partners to ensure alignment with service quality and contractual obligations.
  • Evaluate vendor performance, recommend contract renewals or terminations, and onboard new partners as needed.
  • Collaborate with marketing and operations teams to support retention and customer loyalty programs.

People Leadership

  • Lead and develop a large operations team; foster a culture of accountability, service excellence, and growth.
  • Build leadership and succession within the team through coaching and performance management.

Qualifications

  • Bachelor's degree in any field (Business, Communications, or related discipline preferred).
  • Minimum 8 years of experience managing large contact center teams, ideally in telecommunications, technology, or BPO/shared services environments.
  • Strong background in multi-channel operations (voice, chat, email, and social media).
  • Proven track record in vendor management and customer retention strategies.
  • Proficient in MS Office, particularly Excel, and familiar with contact center tools (WFM, CRM, reporting systems).
  • Excellent communication, leadership, and analytical skills.

Job Types: Full-time, Permanent

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Flexible schedule
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training

Work Location: In person

  • Contact Center Management Head

    5 hours ago

    Mandaluyong City, National Capital Region, Philippines PM Consulting Full time ₱1,500,000 - ₱2,500,000 per year

    We are looking for an experienced Contact Center Management Head to lead and manage all customer interaction touchpoints across multiple channels — including inbound and outbound voice, eCare (email, chat, and social media), and fulfillment operations. This role plays a crucial part in shaping and executing the organization's customer experience and...

  • Contact Center Management Head

    7 hours ago

    Mandaluyong City, National Capital Region, Philippines HRTX consulting Full time ₱1,200,000 - ₱1,800,000 per year

    Location: Mandaluyong, On-site, Morning ShiftBenefits: Car Plan + 14th monthWe are seeking an experienced and strategic Contact Center Management Head to lead and elevate multi-channel customer service operations for a well-established organization.This role is ideal for a proven leader who can drive performance excellence, optimize customer experience...

  • Contact Center Representative_Shaw

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Acquire Intelligence Full time ₱150,000 - ₱250,000 per year

    We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the worldAcquire BPO is an award-winning business process outsource provider, to some of the world's largest brands operating...

  • CRM Manager I Contact Center Head

    7 hours ago

    Mandaluyong City, National Capital Region, Philippines HRTX Full time ₱2,000,000 - ₱2,500,000 per year

    Location: Mandaluyong, On-site, Morning ShiftBenefits: Car Plan + 14th monthWe are seeking an experienced and strategic Contact Center Management Head to lead and elevate multi-channel customer service operations for a well-established organization.This role is ideal for a proven leader who can drive performance excellence, optimize customer experience...

  • Contact Center Circle Lead

    2 days ago

    Makati City, National Capital Region, Philippines ING Full time ₱1,200,000 - ₱2,400,000 per year

    REQ 22/09/2025Contact CenterMakati City, FilipijnenING HubsOverview:The Retail Banking Operations in ING's largest shared services organization (ING Hubs Philippines) is growing rapidly – delivering processing and contact center services to our banks globally. Our ambition is to provide ecellent Customer, Partner, and Employee eperience while keeping the...

  • Senior Contact Center Platform Engineer

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Xurpas Enterprise Full time ₱1,200,000 - ₱2,400,000 per year

    DescriptionAs a senior engineer, you will focus on system engineering, automation, and serve as the final escalation point. Your duties will align with one of the following specializations:Automation: You will be responsible for the creation and management of automation workflows using Terraform.Cloud Telephony: You will manage and resolve complex...

  • Spanish Bilingual Contact Center Associate

    2 days ago

    Makati City, National Capital Region, Philippines LogiScale Inc. Full time

    The Contact Center Associate will take inbound and make outbound calls regarding specified requests, common questions and pursue one call resolution for health share members and providers. The Contact Center Associate works with all departments to ensure that members and providers receive accurate health share information as determined by the Membership...

  • Contact Center Specialist

    4 days ago

    Quezon City, National Capital Region, Philippines Megaworld Corporation Full time ₱20,000 - ₱300,000 per year

    We're always on the lookout for great talent who can make an impact in our company.Take a MEGA leap in your career.Join our growing company as a Contact Center Specialist (Shared Services)Qualifications:A graduate of any 4-year courseWith at least 6 months of work experience in the BPO industry handling after sales concerns. Fresh graduates are also...

  • Call Center Assistant Operations Manager

    4 days ago

    Mandaluyong City, National Capital Region, Philippines Viventis Search Asia Full time ₱300,000 - ₱600,000 per year

    Job Title: Senior Supervisor – Healthcare Account (Call Center/BPO)Work Setup: OnsiteSchedule: Night ShiftEmployment Type: Full-timeAbout the Role:We are looking for an experienced Senior Supervisor to lead a high-performing healthcare support team in a call center/BPO environment. The ideal candidate has a solid background in healthcare account...

  • Call Center Representative

    2 weeks ago

    Makati City, National Capital Region, Philippines Loop Contact Solutions Full time ₱200,000 - ₱250,000 per year

    Are you a motivated and customer-focused individual looking for an exciting career opportunity in a dynamic call center environment? Do you have at least 6 months of related experience and can start ASAP? If so, we want to hear from youWe are currently seeking enthusiastic and skilled Call Center Agents to join our expanding team in Makati, Metro Manila. We...