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/ 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

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