Contact Center Operations Manager

8 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

    8 hours ago

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

    We are looking for a highly experienced and strategic Contact Center Management Head to lead multi-channel customer service operations for a major organization. This role requires a proven leader who can manage large teams and outsourced vendors while driving customer satisfaction, operational excellence, and service innovation.Key ResponsibilitiesLead daily...

  • Contact Center Management Head

    8 hours ago

    Mandaluyong City, National Capital Region, Philippines HRTX Full time ₱1,500,000 - ₱4,500,000 per year

    We are looking for a highly experienced and strategic Contact Center Management Head to lead multi-channel customer service operations for a major organization. This role requires a proven leader who can manage large teams and outsourced vendors while driving customer satisfaction, operational excellence, and service innovation.Key ResponsibilitiesLead daily...

  • Contact Center Management Head

    7 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

    9 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 Management Head

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines HRTX Full time ₱1,500,000 - ₱3,000,000 per year

    Work Schedule: Dayshift Location: Mandaluyong Industry: Media IndustryThe Contact Center Management Head leads and supervises all aspects of customer care, including handling escalations, fulfillment, technical field support, and branch or customer experience center operations. This role focuses on creating strategies to achieve key performance metrics and...

  • Contact Center Management Head

    2 weeks ago

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

    Work Schedule: DayshiftLocation: MandaluyongIndustry: Media IndustryThe Contact Center Management Head leads and supervises all aspects of customer care, including handling escalations, fulfillment, technical field support, and branch or customer experience center operations. This role focuses on creating strategies to achieve key performance metrics and...

  • CRM Manager I Contact Center Head

    10 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...

  • Spanish Bilingual Contact Center Associate

    10 hours 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

    9 hours 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

    9 hours 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...