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Site Head

2 weeks ago

Makati City, National Capital Region, Philippines EURONET TECHNOLOGY SERVICES, INC. Full time $80,000 - $120,000 per year

SUMMARY

We are seeking a dynamic and results-driven Site Head to lead the setup and day-to-day operations of our new customer service hub. The ideal candidate will play a key role in setting up  the contact centre—this includes the workplace, technology rollout, designing workflows, building a high-performing team, implementing systems, and crafting a culture of service excellence. This is a hands-on leadership role offering the opportunity to shape the future of our customer experience strategy from day one.

The role is responsible for overseeing the daily operations of the contact centre, ensuring exceptional service delivery, optimizing performance, and driving continuous improvement. The ideal candidate will be a strategic thinker with strong leadership skills and a passion for delivering outstanding customer experiences.

SITE HEAD ESSENTIAL DUTIES:

  • Lead the planning, setup, and launch of the contact centre including infrastructure, technology, and staffing.
  • Recruit, train, coach, and develop a team of contact centre supervisors and agents to meet and exceed performance targets.
  • Monitor and manage daily operations, including call volumes, service levels, and customer satisfaction metrics.
  • Implement and maintain best practices in customer service, workforce management, and quality assurance.
  • Establish customer service quality benchmarks and continuous improvement plans.
  • Monitor KPI's and ensure performance standards are met and exceeded.
  • Analyse performance data and generate reports to identify trends, areas for improvement, and opportunities for innovation.
  • Collaborate with cross-functional teams (e.g., IT, HR, and Operations) to align contact centre strategies with broader business goals.
  • Manage contact centre technologies, systems and tools, ensuring optimal functionality and user adoption.
  • Participate in regular virtual stakeholder meetings, to present the current and future high-level plans, initiatives, issues & opportunities, as well as to take and receive feedback from the wider business.
  • Handle escalated customer issues and ensure timely resolution.
  • Develop and manage budgets, staffing plans, and resource allocation.
  • Drive a culture of continuous improvement, employee engagement, and customer-centricity.
  • Maintain and enforce company policies, procedures, and standards across the team

Other

  • Candidate may be required to travel for business to epay HQ based in Sydney, Australia or Auckland New Zealand as directed, from time to time.
  • Other duties, special projects, and special reporting as assigned.

REQUIRED EXPERIENCE / QUALIFICATIONS

  • Proven experience (5+ years) in setting up and managing a contact centre or customer service team in Financial Services, FinTech, IT, Telecommunications, Banking or Insurance.
  • Strong leadership and people management skills.
  • Excellent communication, problem-solving, and decision-making abilities.
  • Proficiency in contact centre technologies (e.g., CRM systems, telephony, workforce management, training & collaboration tools).
  • Analytical mindset with the ability to interpret data and drive performance improvements.
  • Bachelor's Degree in Business, Communications, or a related field.

Preferred Qualities

  • Excellent attention to details
  • Excellent planning skills
  • Ability to empathize and work with staff at all levels.
  • Ability to work autonomously
  • Team Orientated