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/ Pasay

Full Onsite

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).

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.
  • Exposure to digital banking tools and customer experience technologies.
  • Certification in Six Sigma, Lean, or similar process improvement methodologies.
  • Handled at least 300 FTEs

Job Type: Full-time

Pay: Php240, Php260,000.00 per month

Experience:

  • Contact Center: 10 years (Required)

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