Location: Mandaluyong, On-site, Morning Shift

Benefits: Car Plan + 14th month

We are seeking an experienced and strategic Contact Center Management Head to lead and elevate multi-channel customer service operations for a well-established organization.

This role is ideal for a proven leader who can drive performance excellence, optimize customer experience across all touchpoints, and manage large-scale operations with multiple outsourced vendors. You will serve as a key driver in shaping and executing contact management strategies, ensuring exceptional customer satisfaction and operational efficiency.

Key Responsibilities

• Oversee the day-to-day operations of the contact center across inbound, outbound, and digital channels (voice, email, chat, and social media).
• Develop and implement customer care strategies focused on quality, satisfaction, service levels, and retention.
• Lead churn management and after-sales initiatives to ensure customer loyalty.
• Manage and evaluate outsourced vendors to ensure adherence to KPIs and service standards.
• Drive performance improvements through process optimization, automation, and innovation.
• Monitor customer feedback, analyze trends, and implement improvement initiatives.
• Lead and develop a team of managers and frontline agents, fostering leadership and succession within the group.
• Manage budgets, cost-to-serve initiatives, and operational efficiency targets.
• Support marketing-led retention programs and ensure seamless customer engagement across all touchpoints.

Qualifications

• Bachelors degree in any business-related or communication field.
• At least 8 years of experience managing large-scale contact center operations, preferably in telecommunications, digital entertainment or technology.
• Proven expertise in multi-channel customer management (voice, email, chat, and social platforms).
• Strong background in vendor management and workforce management tools.
• Excellent communication, analytical, and leadership skills.
• Strategic thinker with strong business acumen and decision-making ability.
• Proficient in MS Office, particularly Excel and reporting tools.