Contact Center Manager

7 days ago

Pasig, National Capital Region, Philippines CIS Bayad Center, Inc. Full time ₱900,000 - ₱1,200,000 per year

Job Title: Contact Center Manager

We are looking for a results-driven and data-savvy Contact Center Manager to lead Bayad's support operations in a fast-paced fintech environment. With 2–5 years of progressive management experience in a contact center and a solid foundation in training and quality assurance, you will play a key role in optimizing service delivery, improving performance metrics, and enhancing the digital customer journey.

What You'll Do:

· Leverage analytics and call center data to identify trends, streamline workflows, and boost key performance indicators (KPIs).

· Drive continuous improvement through agile quality assurance, training, and coaching frameworks.

· Lead and inspire a team of customer service professionals, promoting a culture of innovation, accountability, and excellence.

· Collaborate cross-functionally with tech, product, and compliance teams to ensure customer support aligns with evolving fintech products and regulatory requirements.

What You Bring:

· –5 years of leadership in a contact center, ideally within tech-enabled or financial service environments.

· Strong background in quality assurance and training program development.

· High comfort level with CRM platforms, support automation tools, and data-driven decision-making.

· A people-first mindset with the ability to balance customer empathy with operational efficiency.

· Strong ethics, agility, and passion for delivering exceptional service in a digital economy.

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