Director, Customer Service — Global Center Lead (Night Shift)

Empower Enterprise Philippines, Inc.

Manila

Hybrid

PHP 1,800,000 - 3,000,000

Full time

6 days ago

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Job summary

Empower Enterprise Philippines, Inc. seeks a Director, Customer Service to lead 8–10 teams in Manila, overseeing 125+ indirect reports and coordinating with U.S.-based Directors to deliver consistent customer experiences.

You will drive KPIs for customer satisfaction, service quality, productivity, and retention, while coaching managers and aligning staffing with workforce planning. Overnight shifts align with U.S. hours, with hybrid on-site options.

Qualifications

Bachelor's degree in Business, Finance, or related field or equivalent experience.
6–8 years of management experience in customer service, contact center operations, or financial services.
Fluency in English with strong written and verbal communication.
Ability to work overnight hours in the Philippines and collaborate with U.S.-based leadership.

Responsibilities

Lead 8–10 Customer Service teams through Managers and oversee 125+ indirect reports.
Direct daily contact center operations, service levels, real-time decisions, and scheduling needs.
Own KPIs for customer satisfaction, service quality, productivity, and retention; implement action plans.
Partner with U.S.-based Directors to align practices and improve experiences across locations.
Coach and develop Managers, drive leadership development and succession planning.