Contact Center Manager
On-sitePasig City, Metro Manila, Philippines
Job Summary
Manage overall contact center operations, including staffing, performance, and service delivery, while leading and mentoring team leaders, supervisors, and support staff to achieve KPIs and SLAs. Collaborate with clients to understand business needs and ensure alignment with service goals, then analyze operational data to implement strategies that improve efficiency and customer satisfaction. Drive continuous improvement initiatives across training, quality, and workforce management, ensuring compliance with company policies, client requirements, and regulatory standards. Prepare and present performance reports to senior leadership and clients. Complete a full application on the company careers page, including all screening questions and a brief pre-employment test.
Required Qualifications
- Bachelor's degree in Business, Operations, or a related field
- 3+ years of experience in a contact center leadership role
- Proven ability to manage large teams and complex operations
- Strong understanding of contact center metrics, tools, and technologies
- Excellent leadership, communication, and problem-solving skills
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Bachelor's degree in Business, Operations, or a related field (preferred)
- Experience working with international clients is a plus
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Must be willing to submit up to a LEVEL II background and/or security investigation.
- Must be willing to submit to drug screening.
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