Director of Contact Center

2 days ago

Taguig, National Capital Region, Philippines Dencom Consultancy and Manpower Services Full time ₱250,000 - ₱300,000 per year

Job Summary

We are looking for an accomplished and strategic leader to direct large-scale contact center operations in the financial services sector. This role requires deep expertise in bank operations (preferably collections) and customer service, with proven ability to lead teams of 300+ FTEs. The Director will be responsible for driving operational excellence, ensuring compliance in a regulated environment, and delivering superior customer experiences across multiple channels.

Key Responsibilities

  • Oversee high-volume contact center operations for banking and financial services, ensuring consistent service delivery across voice, chat, email, and mobile.
  • Lead strategies that enhance customer satisfaction, operational efficiency, and employee engagement.
  • Manage key metrics (CSAT, FCR, AHT, SLA) to align with business objectives.
  • Ensure full compliance with banking regulations, risk management requirements, and internal policies.
  • Drive workforce planning, capability building, and performance management for large, diverse teams.
  • Collaborate with technology, product, risk, and compliance teams to advance digital transformation and automation initiatives.
  • Manage budgets, forecasts, and cost optimization efforts.
  • Represent operations in discussions with senior stakeholders to support strategic initiatives.

Required Qualifications

  • At least 18 years of leadership experience as a Director or Head in contact center or shared services operations.
  • Strong background in bank operations (preferably collections) and customer service.
  • Experience managing teams of 300+ FTEs.
  • Stable employment history (no role under 2 years in the past 3 years).
  • Strong leadership, coaching, and stakeholder management skills.
  • Deep understanding of CRM systems and omnichannel platforms.
  • Excellent analytical, problem-solving, and decision-making abilities.
  • Proficient in MS Office applications.

Preferred Attributes

  • Experience in transitions, start-ups, or scaling new contact center operations.
  • Familiarity with digital banking tools and customer experience technologies.
  • Six Sigma, Lean, or similar process improvement certification.

Job Type: Full-time

Pay: Php250, Php300,000.00 per month

Benefits:

  • Health insurance
  • Life insurance
  • On-site parking
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Work Location: In person

  • Director of Contact Center Operations

    2 days ago

    Taguig, National Capital Region, Philippines Pro Integrate Full time ₱900,000 - ₱1,200,000 per year

    PRO INTEGRATE PHILIPPINES IS HIRINGRole:Director – Contact Center Operations (Banks/Financial Services)Reports To:Global Delivery LeaderLocation:Manila, Philippines We're looking for aseasoned and strategic leaderto oversee end-to-end operations of a high-volumecustomer service contact centerwithin thebanking/financial services domain.This is a senior role...

  • Senior Leader of Contact Center Operation

    4 weeks ago

    Taguig, National Capital Region, Philippines Blaseek Full time

    Job SummaryWe are looking for an accomplished and strategic leader to direct large-scale contact center operations in the financial services sector. This role requires deep expertise in bank operations (preferably collections) and customer service, with proven ability to lead teams of 300+ FTEs. The Director will be responsible for driving operational...

  • Contact Center Operations Executive Leader

    6 hours ago

    Taguig, National Capital Region, Philippines beBeeLeadership Full time ₱1,500,000 - ₱2,500,000

    Contact Center DirectorDrive operational excellence and customer satisfaction across multiple channels as a lead contact center professional. With expertise in high-volume operations, you will develop and implement strategies to improve efficiency, employee engagement, and customer experience.Key Responsibilities:Establish and maintain performance metrics...

  • Director/ Head of Contact Center

    2 days ago

    Taguig, National Capital Region, Philippines TechTiera Corporation Full time ₱2,880,000 - ₱3,120,000 per year

    Work Location : Taguig City/ PasayFull OnsiteJob 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,...

  • Director – Contact Center Operations

    2 days ago

    Taguig, National Capital Region, Philippines Cobden & Carter International Full time $900,000 - $1,200,000 per year

    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,...

  • Director – Contact Center Operations

    15 hours ago

    Taguig, National Capital Region, Philippines Cobden & Carter International Full time

    OverviewWe 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,...

  • Contact Center Operations Analyst

    2 days ago

    Taguig, National Capital Region, Philippines DITO Telecommunity Corporation Full time $40,000 - $80,000 per year

    OverviewThis position is responsible for overseeing and managing the relationships with external contact center vendors. This role involves a variety of functions and responsibilities aimed at ensuring the contact center operates efficiently and meets its performance goals. Overall, the role is crucial for ensuring that the contact center operates smoothly,...

  • Head of Contact Center

    2 days ago

    Taguig, National Capital Region, Philippines TechTiera Corporation Full time $90,000 - $120,000 per year

    Work Location : Taguig City/ PasayFull OnsiteJob Summary:We are seeking a seasoned and strategic leader to oversee theend-to-end operationsof our customerservice contact centerwithin thefinancial services domain. This role is responsible for driving operational excellence, ensuringregulatory compliance, enhancing customer experience, and leading large,...

  • Genesys Contact Center Implementation

    2 days ago

    Taguig, National Capital Region, Philippines NYGC Services INC Full time $80,000 - $120,000 per year

    Job Description Job Description: Job Summary: This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions. Roles & Responsibilities: Develop and execute technology transformation strategies, oversee implementation projects, and optimize digital...

  • Finance Director

    2 days ago

    Taguig, National Capital Region, Philippines J-K Network Manpower Services Full time ₱400,000 per year

    Finance Director (Hybrid - 4 times a month work on site) Php 400,000 Law Firm Filipino Posting Period: 2024/07/16 Job ID: 6631 Benefits: Government Mandated Benefits Sick leave Vacation leave Emergency leave HMO Job Details: Client Profile: This company is one of the largest law firms in Chicago with a shared service office in the Philippines. They have...