~16d ago

Contact Center Management Head (Telco)

Philippines·Mandaluyong Citymid

OperationsOtherManagement

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Quick Summary

Key Responsibilities

Organizational Strategy: Oversee daily operations of CRM teams to ensure productivity and operational efficiency.

Requirements Summary

Bachelors degree or equivalent, with at least 8 years of experience leading a Customer Service team, ideally in a technical or telecommunications environment at a managerial level.

Technical Tools

OperationsOtherManagement

Responsibilities

~1 min read

→Organizational Strategy: Oversee daily operations of CRM teams to ensure productivity and operational efficiency. Develop tailored contact management strategies for different customer segments to meet business objectives. Manage VIP accounts and implement initiatives to reduce customer issues. Monitor vendor performance and ensure compliance with contractual obligations. Support marketing retention efforts through program execution and frontline team development.
→People: Provide growth and development opportunities for team members while cultivating leadership within the team. Execute strategies aligned with organizational goals, demonstrating expertise and effective leadership.
→Process and Tools: Drive process improvements and automation to enhance service delivery. Equip the team to handle customer transactions efficiently while integrating quality tools into workflows. Communicate insights on customer experience and service gaps to relevant internal stakeholders.
→Cost: Implement cost-to-serve strategies to improve operational efficiency and prepare manpower and operational expenditure forecasts.

Requirements

~1 min read

Bachelors degree or equivalent, with at least 8 years of experience leading a Customer Service team, ideally in a technical or telecommunications environment at a managerial level.
Strong knowledge of customer care systems and processes.
Proven ability to manage large teams and multi-channel customer interactions.
Excellent English communication skills, both written and spoken.
Proficient in MS Office, particularly Excel.
Demonstrated expertise in contact and workforce management, strategic thinking, decision-making, customer focus, change management, business acumen, and teamwork.