Global Contact Center Operations Lead

Global Payment Holding Company; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Globalpayer seeks a Supervisor, Contact Center Operations to lead teams delivering outstanding customer experiences and operational excellence. You will drive coaching, performance management, and talent development to achieve service levels and quality standards, while aligning with client priorities and regulatory requirements.

You will guide workforce planning, quality monitoring, and escalation handling, partnering with cross-functional teams to optimize operations and customer outcomes in a

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 4+ years in Contact Center Operations, Back-Office, Customer Service, Payments or related field.
• Proven leadership, coaching, and performance optimization.
• Strong analytical, decision-making and communication skills.

Responsibilities

• Lead and develop high-performing teams through coaching, performance reviews, and talent development.
• Oversee workforce planning, queue management, productivity, and quality monitoring.
• Collaborate with clients and cross-functional teams to meet service commitments.
• Drive process improvements and risk mitigation to enhance efficiency and customer experience.

Skills

Team leadership

Coaching

Workforce management

Quality management

Data analysis

Education

Bachelor's degree or equivalent

Job description

Globalpayer seeks a Supervisor, Contact Center Operations to lead teams delivering outstanding customer experiences and operational excellence. You will drive coaching, performance management, and talent development to achieve service levels and quality standards, while aligning with client priorities and regulatory requirements.

You will guide workforce planning, quality monitoring, and escalation handling, partnering with cross-functional teams to optimize operations and customer outcomes in a