Supervisor, Contact Center Operations

Global Payments; Quezon City; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Global Payments in the Philippines is seeking a Supervisor, Contact Center Operations to lead both customer-facing and back-office teams, ensuring service levels, productivity, quality, and compliance. This role drives talent development and operational excellence to support clients and business objectives.

You will develop talent, manage performance, optimize processes, and partner with clients and cross-functional teams to meet contractual commitments and deliver exceptional customer

Qualifications

• A Bachelor’s Degree or an equivalent combination of education and relevant professional experience.
• A minimum of 4 years of experience in Contact Center Operations, Back-Office Operations, Customer Service, Payments, or Financial Services.
• Proven success in team leadership, coaching, workforce management, quality management, and performance optimization.
• Strong analytical, decision-making, and problem-solving skills.
• Excellent written and verbal communication, stakeholder management, and relationship-building skills.
• It’s a bonus if you have leading teams within Contact Center Operations, Back-Office Operations, Fraud Operations, or Financial Services environments.
• Knowledge of service level management, quality assurance, workforce planning, operational reporting, and process improvement methodologies.
• Experience managing client escalations, operational projects, cross-functional initiatives, and employee development programs.

Responsibilities

• Lead and develop high-performing teams through coaching, performance management, career development, succession planning, and talent engagement, fostering a culture of accountability, service excellence, and continuous improvement.
• Drive service delivery excellence by overseeing workforce planning, queue management, productivity, quality monitoring, calibration activities, and SLA performance across contact center and operational functions.
• Partner with clients, business leaders, and cross-functional teams to understand business needs, resolve operational challenges, and ensure contractual and service commitments are met while keeping teams informed of business priorities and operational goals.
• Champion process improvement, risk mitigation, and operational efficiency by leveraging performance insights, identifying trends, and implementing solutions that enhance customer experience, productivity, and business outcomes.
• Manage escalated customer and operational issues, ensuring timely resolution while maintaining compliance with company policies, regulatory requirements, and service standards.

Skills

Team leadership

Coaching & development

Workforce management

Quality management

Performance optimization

Analytical thinking

Decision making

Problem solving

Communication skills

Stakeholder management

Education

Bachelor’s degree or equivalent

Job description

Ready to take your career global? Make your mark at one of the biggest names in payments. We’re looking for a Supervisor, Contact Center Operations to join our ever-evolving Contact Center and Operations Team and help drive exceptional customer experiences, operational excellence, and team success. In this role, you’ll lead teams across customer-facing and/or back-office functions, ensuring service levels, productivity, quality, and compliance standards are consistently achieved. Your leadership will play a key role in developing talent, managing operational performance, and delivering solutions that support our clients, customers, and business objectives.

What you’ll own

• Lead and develop high-performing teams through coaching, performance management, career development, succession planning, and talent engagement, fostering a culture of accountability, service excellence, and continuous improvement.
• Drive service delivery excellence by overseeing workforce planning, queue management, productivity, quality monitoring, calibration activities, and SLA performance across contact center and operational functions.
• Partner with clients, business leaders, and cross-functional teams to understand business needs, resolve operational challenges, and ensure contractual and service commitments are met while keeping teams informed of business priorities and operational goals.
• Champion process improvement, risk mitigation, and operational efficiency by leveraging performance insights, identifying trends, and implementing solutions that enhance customer experience, productivity, and business outcomes.
• Manage escalated customer and operational issues, ensuring timely resolution while maintaining compliance with company policies, regulatory requirements, and service standards.

What you’ll bring

• A Bachelor’s Degree or an equivalent combination of education and relevant professional experience.
• A minimum of 4 years of experience in Contact Center Operations, Back-Office Operations, Customer Service, Payments, Financial Services, or a related field.
• Proven success in team leadership, coaching, workforce management, quality management, and performance optimization.
• Strong analytical, decision-making, and problem-solving skills, with the ability to work effectively in a fast-paced environment and manage multiple priorities.
• Excellent written and verbal communication, stakeholder management, and relationship-building skills, with the ability to influence outcomes and collaborate across diverse teams.
• It’s a bonus if you have Experience leading teams within Contact Center Operations, Back-Office Operations, Fraud Operations, or Financial Services environments.
• Knowledge of service level management, quality assurance, workforce planning, operational reporting, and process improvement methodologies.
• Experience managing client escalations, operational projects, cross-functional initiatives, and employee development programs.

About the team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections - it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative - always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.

Company Overview

Global Payments and Worldpay recently joined forces, and we’re currently operating across two Workday application systems. Our team of 27,000 experts is dedicated to your success. Headquartered in Atlanta, Georgia, we're a Fortune 500® company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America. Wherever you are-and wherever you want to be—we’re there, ready to support you.

For more information, visit company.globalpayments.com and follow Global Payments on X, LinkedIn and Facebook.

Accommodations

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EEOC Statement

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify [e-mail].

Global Payments (NYSE : GPN)