Global Center Operations Lead

Global Payments

Quezon City

On-site

PHP 446,000 - 781,000

Full time

2 days ago

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Job summary

Global Payments Philippines seeks a Supervisor, Contact Center Operations to lead and develop high-performing teams, ensuring service levels, quality, and compliance across customer-facing and back-office functions. You will drive workforce planning, queue management, and SLA performance while partnering with clients and cross-functional teams to resolve challenges and meet business goals.

The role requires a Bachelor's degree, 4+ years in contact center or related fields, and proven leadership,

Qualifications

Bachelor's degree or equivalent combination of education and experience.
Minimum of 4 years in Contact Center Operations, Back-Office Operations, Customer Service, Payments, Financial Services, or related field.
Proven success in team leadership, coaching, workforce management, quality management, and performance optimization.

Responsibilities

Lead and develop high-performing teams through coaching, performance management, career development, succession planning, and talent engagement.
Oversee workforce planning, queue management, productivity, quality monitoring, calibration activities, and SLA performance.
Collaborate with clients, business leaders, and cross-functional teams to understand needs and meet contractual and service commitments.
Champion process improvements, risk mitigation, and operational efficiency based on performance insights and trends.
Manage escalated customer and operational issues, ensuring timely resolution and regulatory compliance.