Strategic Call Center Operations Leader

VXI Global Holdings B.V. (Philippines); Pasay; On-site; PHP 2,500,000 - 4,200,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking an experienced Call Center/Contact Center Director to lead and develop a high-performance team.

You will drive revenue growth, manage budgets, and maintain QA programs to exceed SLAs while aligning with client expectations. The role requires strategic leadership, strong analytics, and proven ability to recruit, train, and retain top talent within a dynamic call center environment.

Qualifications

• Bachelor of Science degree or higher preferred.
• Minimum 5 years of Call Center/Contact Center management experience.
• Director-level experience in call center operations preferred.
• Strong leadership and analytical skills including financial statement analysis, staffing models, scheduling, and telecom opportunities.
• Exceptional ability to develop and manage results-oriented recruiting and training programs.
• Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience.
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
• Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing.
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills.

Responsibilities

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients.
• Responsible for development and administration of annual department budget to attain business goals with operational stability.
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding SLA performance.
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
• Coordinate analytic, strategic and technical resources to meet client expectations and ensure satisfaction.
• Find and close new revenue opportunities within the existing client base.
• Ensure compliance with regulatory agency guidelines and standards.
• Other duties may be assigned

Skills

Leadership

Analytical skills

Financial analysis

Staffing models

Scheduling

Recruiting

Training

Account management

Mentoring

Relationship building

Negotiation

Report writing

Communication

Education

Bachelor of Science degree or higher

Tools

Microsoft Outlook

Microsoft Word

Excel

Job description

VXI Global Holdings B.V. (Philippines) is seeking an experienced Call Center/Contact Center Director to lead and develop a high-performance team.

You will drive revenue growth, manage budgets, and maintain QA programs to exceed SLAs while aligning with client expectations. The role requires strategic leadership, strong analytics, and proven ability to recruit, train, and retain top talent within a dynamic call center environment.