Service Delivery Leader, Customer Experience & Ops

Hammerjack Pty Ltd; Metro Manila; On-site; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

PTO (Paid Time Off)

Wellness benefits

Tuition reimbursement

Performance bonus opportunities

Job summary

Hammerjack Pty Ltd in Metro Manila, Philippines, is seeking a Senior Operations Leader to drive customer operations for inbound voice and chat contact centre. The role focuses on mentoring managers, improving key metrics, and ensuring delivery of client goals.

You will lead by example, develop teams, and report on performance against SLAs and FCR. The ideal candidate has 5+ years in leadership within contact centres, a bachelor's degree, strong data analysis skills, and a proven track record of

Qualifications

• Minimum 5 years in a leadership role within an inbound voice & chat contact centre.
• Bachelor's Degree or equivalent.
• At least 5 years leading operations with any GDS platform.
• Strong knowledge of customer operations, escalation processes, and best practices.
• Excellent people leadership with ability to motivate and develop a team.
• Proven track record of improving performance metrics including escalations and FCR.
• Able to interpret and manipulate data for reporting.
• Can start ASAP.

Responsibilities

• Mentor managers to achieve company and client goals and coordinate training.
• Address employee issues and oversee ongoing tasks and projects.
• Support managers with time management and organization for complex work streams.
• Lead by example and collaborate with team, management, and clients to drive success.
• Analyze, interpret and report on performance metrics to improve service levels.

Skills

Leadership

People development

Customer operations

Escalations process

FCR improvement

Data reporting

GDS platform experience

Team motivation

Education

Bachelor's degree or equivalent

Job description

Hammerjack Pty Ltd in Metro Manila, Philippines, is seeking a Senior Operations Leader to drive customer operations for inbound voice and chat contact centre. The role focuses on mentoring managers, improving key metrics, and ensuring delivery of client goals.

You will lead by example, develop teams, and report on performance against SLAs and FCR. The ideal candidate has 5+ years in leadership within contact centres, a bachelor's degree, strong data analysis skills, and a proven track record of