Contact Center Strategy & Ops Leader (Day Shift)

HR TechX Corp.; Mandaluyong; On-site; PHP 100,000 - 400,000; Full time

Job summary

A leading tech company in the Philippines seeks a Contact Center Management Head to lead customer care operations. The role involves overseeing CRM teams, managing vendor relationships, and driving process improvements. The ideal candidate has extensive experience in customer service leadership within a technical environment and possesses strong strategic thinking and communication skills. This position offers a competitive salary and professional growth opportunities.

Qualifications

• 8+ years of experience leading a Customer Service team in a technical or telecommunications environment.
• Strong knowledge of customer care systems and processes.
• Proven ability to manage large teams and multi-channel customer interactions.
• Excellent English communication skills.

Responsibilities

• Oversee daily operations of CRM teams to ensure productivity and operational efficiency.
• Provide growth and development opportunities for team members.
• Drive process improvements and automation to enhance service delivery.
• Implement cost-to-serve strategies to improve operational efficiency.

Skills

Leadership

Strategic thinking

Customer focus

Change management

Education

Bachelor's degree or equivalent

Tools

MS Office (Excel)

Job description

A leading tech company in the Philippines seeks a Contact Center Management Head to lead customer care operations. The role involves overseeing CRM teams, managing vendor relationships, and driving process improvements. The ideal candidate has extensive experience in customer service leadership within a technical environment and possesses strong strategic thinking and communication skills. This position offers a competitive salary and professional growth opportunities.