Director of Global Customer Support Operations

Private Advertiser; Metro Manila; On-site; PHP 2,000,000 - 4,000,000; Full time

Job summary

Private Advertiser is seeking a senior operations leader to manage technology delivery for a major client, overseeing day-to-day operations, enhancements and project support in a high-volume call center environment.

The role focuses on staffing, budget alignment, and the development of customer support programs and SOPs to drive efficiency. Experience with offshore models and KPI-driven performance is essential.

Qualifications

• 10 years in Call Center Industry directing large scale programs with multiple lines of business.
• Experience handling a Retail/e-commerce program with minimum of 600 headcount.
• Multi-site management is a plus.
• Experience managing multiple LOBs with different KPIs.
• Track record delivering KPI management goals.
• Experience implementing Engagement activities and programs.
• On-site availability in Quezon City.

Responsibilities

• Manage all aspects of technology delivery in support of a client across operations, enhancements and project support.
• Ensure staffing plans align with objectives while maintaining budget.
• Develop and coordinate customer support programs and SOPs for efficiency and effectiveness.
• Manage escalated issues and collaborate with department leaders to expedite resolutions.
• Accountable for KPIs, metrics and management reporting.
• Lead global product support teams including on-shore and off-shore staff or contractors.
• Understand client technologies and strategic direction to apply to support processes.
• Collaborate with internal teams to integrate communication, technology, people and process with client counterparts.

Skills

CRM tools

QA knowledge

WFM tools

MS Office

Client relationship mgmt

Communication

Time management

KPI management

Offshore model transition

Graveyard schedule

Tools

CRM tools

QA tools

WFM tools

MS Office

Job description

Private Advertiser is seeking a senior operations leader to manage technology delivery for a major client, overseeing day-to-day operations, enhancements and project support in a high-volume call center environment.

The role focuses on staffing, budget alignment, and the development of customer support programs and SOPs to drive efficiency. Experience with offshore models and KPI-driven performance is essential.