CX Solutions Consultant

Outsourcey; Taguig; On-site; PHP 1,674,000 - 2,567,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

HR function shaping

Job summary

Outsourcey is hiring a senior contact centre leader for its Philippines-based team. You will drive Zendesk-driven configurations, lead workshops, and translate business goals into practical solutions that improve agent performance and customer experience.

The role demands 3+ years in contact centre leadership, excellent communication, and strong stakeholder management, with hands-on Zendesk administration (2+ years). Competitive salary and career growth await in a fast-moving CX environment.

Qualifications

• Minimum 3+ years in contact centre leadership or related roles.
• Excellent communication and presentation skills for technical and non-technical audiences.
• Strong stakeholder management and emotional intelligence.
• Experience with Zendesk as an admin, power user, or operational lead (required).
• Admin level Zendesk experience with at least 2 years of hands-on platform management is required.
• Ability to translate business requirements into practical solutions.
• Comfort working with ambiguity and framing discussions around goals and outcomes, not just features.

Responsibilities

• Lead discovery workshops with a client's leadership team and map workflows.
• Help configure Zendesk features to support how agents work and connect to business goals.
• Bridge client strategy with Zendesk and other systems to enable stakeholders; act as more than a technical resource.
• Facilitate product training, workshops, and demonstrations for various stakeholders.
• Support implementations and workflow configuration to meet tactical and strategic goals.
• Advise on best practices for scaling support operations and improving customer experience.
• Bring clarity in ambiguous situations and define outcomes.

Skills

Contact centre leadership

Communication skills

Stakeholder management

Emotional intelligence

Ability to translate requirements into

Ambiguity handling

Accountability and initiative

Tools

Zendesk

Job description

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Profile Requirements:

• Minimum 3+ years in contact centre leadership, consulting, or a core role in support of contact centre operations (required). You must display a working understanding of all facets of the contact centre, primarily customer-facing and roles/functions in support of a frontline team.
• Contact centre leadership experience is essential for this role.
• Excellent communication and presentation skills, able to engage both technical and non-technical audiences.
• Strong stakeholder management skills and the ability to influence decision-making. Highly developed emotional intelligence qualities are crucial to the success of this role.
• Learn and evolve. The industry and products move fast. You will need to keep on top of the latest trends and updates to help inform our customers.
• Experience with Zendesk as an admin, power user, or operational lead (other CX platforms a plus) (required).
• Admin level Zendesk experience with at least 2 years of hands-on platform management is required.
• Demonstrated ability to translate business requirements into practical solutions.
• Comfort working with ambiguity and framing discussions around goals and outcomes, not just features.

Core responsibilities:

• No two days will look the same. One day you might be running a discovery workshop with a client's leadership team, the next you could be mapping workflows, or helping configure Zendesk features so they support how agents work. You'll spend your time connecting high-level business goals with practical solutions, making sure our customers can see the tangible value
• of the platform.
• Bring your contact centre experience to partner with clients and understand their strategy, define business goals and how to leverage Zendesk (and other systems) to enable them. You are more than a technical resource.
• Facilitate product training, workshops, demonstrations and general presentations for a range of stakeholders.
• Support implementations and workflow configuration, ensuring your projects meet both tactical and strategic goals.
• Advise on best practices for scaling support operations, addressing operational improvement opportunities and customer experience.
• Bring clarity to situations where objectives are intangible, ambiguous, or high-level.

Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.