Unit Head, Contact Center Ops - Multi-Channel

Security Bank Corporation; Makati; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

Security Bank is seeking a Unit Head to lead the Contact Center Channel Division, shaping objectives, capacity planning, and delivery models to meet service requirements. You will oversee daily operations across voice and non-voice channels, mentor Team Leads, and manage escalations while partnering with functions to improve end-to-end processes and customer experience at the Makati Head Office.

This on-site role requires strong leadership, stakeholder collaboration, and a proven track record in

Qualifications

• Bachelor's degree required.
• 7–10 years in customer service, contact center, and workforce management.
• At least 3 years managing Team Leads/Supervisors in a contact center.
• Stakeholder management experience.
• Knowledgeable in multi-channel management – voice and non-voice.
• Proficient in oral and written communications; MS Office skills.

Responsibilities

• Manage and monitor daily operations and service delivery across contact center channels - voice and non-voice assignments.
• Serve as tertiary point of escalation on elevated complaints and coordinate resolutions with relevant support units.
• Partner with functions to implement improvement initiatives that enhance end-to-end processes and customer experience.
• Coach and mentor Team Leads on performance and duty adherence; create development plans for direct reports.

Skills

Customer service

Contact center

Workforce management

Team leadership

Stakeholder management

Multi-channel management

Communication

Analytical thinking

Root Cause Analysis

Crisis management

Resource planning

Education

Bachelor's degree in any field

Tools

MS Office

Job description

Security Bank is seeking a Unit Head to lead the Contact Center Channel Division, shaping objectives, capacity planning, and delivery models to meet service requirements. You will oversee daily operations across voice and non-voice channels, mentor Team Leads, and manage escalations while partnering with functions to improve end-to-end processes and customer experience at the Makati Head Office.

This on-site role requires strong leadership, stakeholder collaboration, and a proven track record in