Contact Center Management Head

22 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 retention strategies, ensuring service excellence across all engagements.

You will oversee vendor performance, champion operational improvements, and act as the voice of the customer, driving initiatives that enhance satisfaction, retention, and efficiency across the business.

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.

Process Improvement & Cost Management

  • Champion automation and process innovation to improve efficiency and reduce cost-to-serve.
  • Deliver accurate manpower and OPEX forecasts.
  • Drive continuous improvement initiatives to enhance customer experience and operational productivity.

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
  • Life insurance
  • Opportunities for promotion
  • Paid training

Work Location: In person

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