Senior Contact Center & BPO Operations Lead

HUKL CONSULTANTS OPC; Pampanga; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

A leading consulting firm located in Pampanga is seeking a Contact Center Manager to oversee customer service operations and improve processes. The ideal candidate will possess strong leadership skills with 7-10 years of experience in operations management and a focus on BPO environments. Responsibilities include managing teams, developing strategies for efficiency, and ensuring high service quality. This role requires a proactive leader with excellent problem-solving abilities.

Benefits

Competitive salary

Opportunities for professional development

Dynamic work environment

Qualifications

• 7-10 years of experience in operations management, with 3 years in a leadership role.
• Proven experience managing outsourced operations and customer service teams.
• Advanced skills in data analysis and reporting.

Responsibilities

• Lead and manage teams in BPO and Contact Center.
• Develop operational strategies for service quality and cost optimisation.
• Monitor performance metrics and ensure service delivery meets standards.

Skills

Leadership

Analytical skills

Problem-solving

Interpersonal skills

Customer service excellence

Education

Bachelor’s degree in Business Administration or Operations Management

Master’s degree (preferred)

Tools

CRM systems

Excel

Contact centre software

Job description

A leading consulting firm located in Pampanga is seeking a Contact Center Manager to oversee customer service operations and improve processes. The ideal candidate will possess strong leadership skills with 7-10 years of experience in operations management and a focus on BPO environments. Responsibilities include managing teams, developing strategies for efficiency, and ensuring high service quality. This role requires a proactive leader with excellent problem-solving abilities.