Contact Center Operations Manager

1 day 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



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