Head of Global Customer Support & Operations

Zigzag Media; Philippines; On-site; PHP 2,009,000 - 3,348,000; Full time

Job summary

ZigZag Media is seeking a Head of Customer Support Operations in the Philippines to lead day-to-day operations of outsourced customer service teams across BPO partners. You will oversee staffing, reporting, quality monitoring, training, recruitment, escalations, performance management and ongoing improvements.

Collaborate with the CET team, BPO leaders and other departments to resolve issues and enhance the customer experience, ensuring service levels and processes are consistently applied

Qualifications

• A bachelor’s degree in business, management or a related area preferred.
• Significant experience in customer service leadership and outsourcing.
• Experience managing service delivery across multiple teams or locations.

Responsibilities

• Act as main point of contact for company’s BPO customer service partners.
• Oversee daily performance of outsourced customer service teams.
• Track and review service levels, response times and customer satisfaction.
• Provide coaching and feedback to BPO managers and team leaders.
• Coordinate training, procedures and information updates with BPO partners.

Skills

Leadership

Customer service management

BPO management

Staffing planning

Reporting & analytics

Education

Bachelor's degree in business/management

Tools

Microsoft Office

CRM systems

Reporting tools

Job description

ZigZag Media is seeking a Head of Customer Support Operations in the Philippines to lead day-to-day operations of outsourced customer service teams across BPO partners. You will oversee staffing, reporting, quality monitoring, training, recruitment, escalations, performance management and ongoing improvements.

Collaborate with the CET team, BPO leaders and other departments to resolve issues and enhance the customer experience, ensuring service levels and processes are consistently applied