Contact Center Operations Director

4 days ago

Pasay, National Capital Region, Philippines NISPI Full time ₱2,500,000 - ₱3,000,000 per year

Job Summary:

We are seeking a seasoned and strategic leader to oversee the end-to-end operations of our customer

service contact center within the financial services domain. This role is responsible for driving

operational excellence, ensuring regulatory compliance, enhancing customer experience, and

leading large, diverse teams across multiple channels (voice, chat, email, mobile).

Key Responsibilities:

  • Lead and manage high-volume contact center operations, ensuring delivery of exceptional

customer service across all channels.

  • Develop and implement strategies to improve customer satisfaction, operational efficiency,

and employee engagement.

  • Drive performance metrics (CSAT, FCR, AHT, SLA, etc.) and ensure alignment with

business goals.

  • Ensure compliance with all regulatory and risk management requirements in a highly

regulated financial environment.

  • Collaborate with cross-functional teams (IT, Product, Risk, Compliance) to support digital

transformation and process automation.

  • Lead workforce planning, training, and development initiatives to build a high-performing

team.

  • Manage budgets, forecasts, and cost optimization initiatives.
  • Serve as a key liaison with senior internal and external stakeholders to support strategic

initiatives and continuous improvement.

Required Qualifications & Skills:

  • Graduate in any discipline; MBA or equivalent preferred.
  • 18+ years of experience in contact center leadership, preferably in banking or financial
  • services.
  • Proven track record in managing large teams and complex operations.
  • Strong leadership and coaching abilities with a focus on performance and customer-
  • centricity
  • Deep understanding of CRM systems and omnichannel platforms (voice, chat, email,
  • mobile).
  • Excellent analytical, problem-solving, and decision-making skills.
  • Proficiency in MS Office (Excel, PowerPoint, Word).
  • Strong stakeholder management and communication skills.

Preferred Attributes:

  • Experience in managing transitions or setting up new contact center operations.
  • Exposure to digital banking tools and customer experience technologies.
  • Certification in Six Sigma, Lean, or similar process improvement methodologies.

Job Type: Full-time

Pay: Php230, Php250,000.00 per month

Benefits:

  • Paid training

Work Location: In person

  • Director - Senior Leader – Contact Center Operations (Financial Services)

    4 days ago

    Pasay, National Capital Region, Philippines AVENSYS Full time ₱3,000,000 - ₱4,200,000 per year

    Title: Director - Senior Leader – Contact Center Operations (Financial Services)We are seeking a seasoned and strategic leader to oversee the end-to-end operations of our customer service contact center within the financial services domain. This role is responsible for driving operational excellence, ensuring regulatory compliance, enhancing customer...

  • Director of Banquets and Event Services

    4 days ago

    Pasay, National Capital Region, Philippines SMX Convention Center Full time ₱900,000 - ₱1,200,000 per year

    The Director of Banquet and Event Services at the SMX Convention Center is responsible for overseeing the seamless execution of events, banquets, and exhibitions. This role involves fostering a sales-oriented culture, delivering exceptional customer service, managing expenses effectively, providing leadership, and supporting the overall financial success of...

  • Director

    4 days ago

    Pasay, National Capital Region, Philippines Visa Full time ₱1,500,000 - ₱3,000,000 per year

    Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network,...

  • Coord, Operations

    2 days ago

    Pasay, National Capital Region, Philippines Royal caribbean international Full time ₱250,000 - ₱500,000 per year

    Journey with us Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.We are proud to be the vacation-industry leader with global...

  • Coord, Operations

    2 days ago

    Pasay, National Capital Region, Philippines Royal Caribbean Group Full time ₱40,000 - ₱60,000 per year

    Journey with usCombine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.We are proud to be the vacation-industry leader with global...

  • Spec, Operations

    2 days ago

    Pasay, National Capital Region, Philippines Royal Caribbean Group Full time ₱900,000 - ₱1,200,000 per year

    Journey with us Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group.We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.We are proud to be the vacation-industry leader with global...

  • Spec, Operations

    2 days ago

    Pasay, National Capital Region, Philippines Royal caribbean international Full time ₱1,200,000 - ₱2,400,000 per year

    Journey with us Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.We are proud to be the vacation-industry leader with global...

  • National Sales Manager

    4 days ago

    Pasay, National Capital Region, Philippines SMX Convention Center Full time ₱1,200,000 - ₱3,600,000 per year

    The National Sales Manager assists the Senior National Sales Manager, Director of Sales and AVP-Sales in achieving his/her MICE revenue targets for the SMX Convention Centers, Trade Halls, and the owner-managed SM Hotels.The National Sales Manager supports the Senior National Sales Manager, Director of Sales and AVP-Sales in creating and developing a work...

  • Director of Banquet and Event Services

    4 days ago

    Pasay, National Capital Region, Philippines SMX Clark Full time ₱1,320,000 per year

    The Director of Banquet and Event Services at the SMX Convention Center is responsible for overseeing the seamless execution of events, banquets, and exhibitions. This role involves fostering a sales-oriented culture, delivering exceptional customer service, managing expenses effectively, providing leadership, and supporting the overall financial success of...

  • Assistant Art Director

    2 weeks ago

    Pasay, National Capital Region, Philippines Galleria Duemila Full time ₱900,000 - ₱1,200,000 per year

    OverviewWe are seeking for an Interim Assistant Art Director to temporarily manage exhibitions and the collection of Galleria Duemila alongside the Art Director for a period of 3 months.The Assistant Art Director's primary responsibility is todrive saleswhile overseeing gallery operations, exhibitions, and marketing. This role requires a results-driven sales...