Supervisor, Contact Center Operations

Global Payments; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Global Payments Philippines seeks a Supervisor, Contact Center Operations to lead and develop high-performing teams, ensuring service levels, quality, and compliance across customer-facing and back-office functions. You will drive workforce planning, queue management, and SLA performance while partnering with clients and cross-functional teams to resolve challenges and meet business goals.

The role requires a Bachelor's degree, 4+ years in contact center or related fields, and proven leadership,

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Minimum of 4 years in Contact Center Operations, Back-Office Operations, Customer Service, Payments, Financial Services, or related field.
• Proven success in team leadership, coaching, workforce management, quality management, and performance optimization.

Responsibilities

• Lead and develop high-performing teams through coaching, performance management, career development, succession planning, and talent engagement.
• Oversee workforce planning, queue management, productivity, quality monitoring, calibration activities, and SLA performance.
• Collaborate with clients, business leaders, and cross-functional teams to understand needs and meet contractual and service commitments.
• Champion process improvements, risk mitigation, and operational efficiency based on performance insights and trends.
• Manage escalated customer and operational issues, ensuring timely resolution and regulatory compliance.

Skills

Team leadership

Coaching

Workforce management

Quality management

Performance optimization

Analytical thinking

Decision making

Communication skills

Stakeholder management

Cross-functional collaboration

Education

Bachelor's degree

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 ownLead 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 bringA 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 haveExperience 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 teamOur 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.Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.Does this sound like you? Then you sound like a Globalpayer. Apply now to take your career global.