Head of Outsourced Support Operations

Zig Zag Offshoring; Philippines; Remote; PHP 800,000 - 1,200,000; Full time

Job summary

ZigZag is seeking a Head of Customer Support Operations to lead the day-to-day operations of outsourced customer service teams across BPO partners and offshore locations. You will coordinate staffing, reporting, quality monitoring, training, recruitment, escalations and continuous improvements to enhance the customer experience.

You will collaborate with CET team, BPO leaders and other departments to resolve issues, ensure adherence to standards, and deliver consistent, professional service

Qualifications

• Bachelor’s degree preferred in business, management, communications or related field.
• Experience in customer service, outsourcing or leadership roles is essential.
• Experience working with BPO or outsourced service providers.
• Experience managing service delivery across multiple teams or locations.
• Strong knowledge of performance metrics, service levels and reporting.

Responsibilities

• Oversee day-to-day operation of outsourced customer service teams.
• Staffing coordination, recruitment, and training across BPO partners.
• Monitor SLAs, response times, and quality; escalate issues as needed.
• Prepare clear performance reports for management.
• Collaborate with CET team, BPO leaders, and other departments to improve customer experience.
• Coach and mentor team leaders; drive coaching and training actions.

Skills

Customer service leadership

BPO partnerships

Performance management

Staffing planning

Quality monitoring

Training coaching

Problem solving

Communication skills

English proficiency

Education

Bachelor’s degree in business/management/communications

Tools

CRM systems

Reporting tools

MS Office

Job description

ZigZag is seeking a Head of Customer Support Operations to lead the day-to-day operations of outsourced customer service teams across BPO partners and offshore locations. You will coordinate staffing, reporting, quality monitoring, training, recruitment, escalations and continuous improvements to enhance the customer experience.

You will collaborate with CET team, BPO leaders and other departments to resolve issues, ensure adherence to standards, and deliver consistent, professional service