Contact Center Operations Director

Job Title: Senior Leader Contact Center Operations Financial Services
Location: Manila
Department: Customer Center Operations
Reports To: Global Delivery Leader

Job Summary
We are seeking a seasoned and strategic leader to oversee the end to end operations of our customer service contact center within the financial services domain. This role is responsible for driving operational excellence ensuring regulatory compliance enhancing customer experience and leading large diverse teams across multiple channels voice chat email mobile

Key Responsibilities
Lead and manage high volume contact center operations ensuring delivery of exceptional customer service across all channels
Develop and implement strategies to improve customer satisfaction operational efficiency and employee engagement
Drive performance metrics CSAT FCR AHT SLA etc and ensure alignment with business goals
Ensure compliance with all regulatory and risk management requirements in a highly regulated financial environment
Collaborate with cross functional teams IT Product Risk Compliance to support digital transformation and process automation
Lead workforce planning training and development initiatives to build a high performing team
Manage budgets, forecasts and cost optimization initiatives
Serve as a key liaison with senior internal and external stakeholders to support strategic initiatives and continuous improvement

Required Qualifications and Skills
Graduate in any discipline MBA or equivalent preferred
18 and above years of experience in contact center leadership preferably in banking or financial services
Proven track record in managing large teams and complex operations
Strong leadership and coaching abilities with a focus on performance and customer centricity
Deep understanding of CRM systems and omnichannel platforms voice chat email mobile
Excellent analytical problem solving and decision making skills
Proficiency in MS Office Excel PowerPoint and Word
Strong stakeholder management and communication skills

Preferred Attributes
Experience in managing transitions or setting up new contact center operations
Exposure to digital banking tools and customer experience technologies
Certification in Six Sigma Lean or similar process improvement methodologies