Global Contact Center Operations Lead

Global Payments Inc.; Quezon City; On-site; PHP 700,000 - 1,400,000; Full time

Job summary

Global Payments Inc. is seeking a Supervisor, Contact Center Operations to lead teams across customer-facing and back-office functions, ensuring service levels, productivity, quality, and compliance.

You will develop talent, manage performance, and deliver solutions that support clients and business objectives while collaborating with cross-functional teams in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Minimum 4 years in contact center operations or related fields.
• Proven leadership and performance optimization experience.
• Strong analytical and communication skills.

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, and SLA performance across contact center and operations.
• Partner with clients, business leaders, and cross-functional teams to understand business needs, resolve operational challenges, and meet commitments.
• Champion process improvements, risk mitigation, and operational efficiency by leveraging insights and trends.
• Manage escalated customer and operational issues with compliance to policies and service standards.

Skills

Team leadership

Coaching and development

Workforce management

Quality assurance

Analytical thinking

Stakeholder management

Communication

Education

Bachelor’s Degree

Job description

Global Payments Inc. is seeking a Supervisor, Contact Center Operations to lead teams across customer-facing and back-office functions, ensuring service levels, productivity, quality, and compliance.

You will develop talent, manage performance, and deliver solutions that support clients and business objectives while collaborating with cross-functional teams in a fast-paced environment.