Contact Center Operations Director

Overview

Job Title: Senior Leader Contact Center Operations Financial Services

Location: Manila

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

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 re...