Contact Center Ops Supervisor - Lead & Elevate Service

Global Payments; Quezon City; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Global Payments in the Philippines is seeking a Supervisor, Contact Center Operations to lead both customer-facing and back-office teams, ensuring service levels, productivity, quality, and compliance. This role drives talent development and operational excellence to support clients and business objectives.

You will develop talent, manage performance, optimize processes, and partner with clients and cross-functional teams to meet contractual commitments and deliver exceptional customer

Qualifications

• A Bachelor’s Degree or an equivalent combination of education and relevant professional experience.
• A minimum of 4 years of experience in Contact Center Operations, Back-Office Operations, Customer Service, Payments, or Financial Services.
• Proven success in team leadership, coaching, workforce management, quality management, and performance optimization.
• Strong analytical, decision-making, and problem-solving skills.
• Excellent written and verbal communication, stakeholder management, and relationship-building skills.
• It’s a bonus if you have leading teams within Contact Center Operations, Back-Office Operations, Fraud Operations, or Financial Services environments.
• Knowledge of service level management, quality assurance, workforce planning, operational reporting, and process improvement methodologies.
• Experience managing client escalations, operational projects, cross-functional initiatives, and employee development programs.

Responsibilities

• Lead and develop high-performing teams through coaching, performance management, career development, succession planning, and talent engagement, fostering a culture of accountability, service excellence, and continuous improvement.
• Drive service delivery excellence by overseeing workforce planning, queue management, productivity, quality monitoring, calibration activities, and SLA performance across contact center and operational functions.
• Partner with clients, business leaders, and cross-functional teams to understand business needs, resolve operational challenges, and ensure contractual and service commitments are met while keeping teams informed of business priorities and operational goals.
• Champion process improvement, risk mitigation, and operational efficiency by leveraging performance insights, identifying trends, and implementing solutions that enhance customer experience, productivity, and business outcomes.
• Manage escalated customer and operational issues, ensuring timely resolution while maintaining compliance with company policies, regulatory requirements, and service standards.

Skills

Team leadership

Coaching & development

Workforce management

Quality management

Performance optimization

Analytical thinking

Decision making

Problem solving

Communication skills

Stakeholder management

Education

Bachelor’s degree or equivalent

Job description

Global Payments in the Philippines is seeking a Supervisor, Contact Center Operations to lead both customer-facing and back-office teams, ensuring service levels, productivity, quality, and compliance. This role drives talent development and operational excellence to support clients and business objectives.

You will develop talent, manage performance, optimize processes, and partner with clients and cross-functional teams to meet contractual commitments and deliver exceptional customer