Director, Global CS — Overnight Ops Leader (Philippines)

Empower; Manila; Híbrido; PHP 3 500 000 - 6 000 000; Tempo integral

Resumo da oferta

Empower is seeking a Director, Customer Service in Manila to lead 8–10 teams through Managers and oversee 125+ indirect reports, delivering service quality and customer satisfaction.

You will work overnight hours to align with U.S. business hours and collaborate with U.S.-based Directors, Philippine site leadership, HR, Workforce Management, and cross-functional partners to ensure consistent operations.

Qualificações

• Bachelor’s degree in Business, Finance, or a related field or four additional years of customer service/financial services experience in lieu of a degree.
• 6–8 years of management experience in customer service, contact center operations, financial services, or related environment.
• FINRA Series 6, 63, and 26 registrations within corporate timelines.
• FINRA Fingerprinting required.

Responsabilidades

• Lead 8–10 Customer Service teams through Managers, with 125+ indirect reports.
• Direct daily contact center operations: service levels, real-time decisions, capacity, issue resolution.
• Own KPIs for customer satisfaction, service quality, productivity, efficiency, capacity, engagement, and retention; drive improvements.
• Partner with U.S.-based Directors to align practices and improve experiences across locations.
• Coach and develop Managers via performance management, succession planning, and retention initiatives.
• Collaborate with HR on coaching, hiring, promotions within policies.
• Work with Workforce Management to assess staffing forecasts and scheduling needs.
• Monitor staffing decisions against budgets and optimize resources.
• Support hiring plans and onboarding with Talent Acquisition.

Conhecimentos

Leadership

Data analysis

Communication

Decision making

Cross-functional collaboration

Fluent English

Formação académica

Bachelor’s degree in Business/Finance/related field

Descrição da oferta de emprego

Empower is seeking a Director, Customer Service in Manila to lead 8–10 teams through Managers and oversee 125+ indirect reports, delivering service quality and customer satisfaction.

You will work overnight hours to align with U.S. business hours and collaborate with U.S.-based Directors, Philippine site leadership, HR, Workforce Management, and cross-functional partners to ensure consistent operations.