contact center Management headHRTX

We are looking for a highly experienced and strategic Contact Center Management Head to lead multi-channel customer service operations for a major organization. This role requires a proven leader who can manage large teams and outsourced vendors while driving customer satisfaction, operational excellence, and service innovation.Key Responsibilities
Lead daily operations across all contact center channels: inbound, outbound, email, chat, and social media.
Create and execute customer care strategies that improve quality, service levels, customer satisfaction, and retention.
Lead churn-management and after-sales initiatives to strengthen customer loyalty.
Oversee outsourced vendor performance and ensure KPIs and service standards are met.
Improve operational performance through process upgrades, automation, and innovation.
Analyze customer feedback and trends; implement solutions to enhance overall experience.
Lead, mentor, and develop managers and frontline teams; build strong leadership pipelines.
Manage budgets, cost-to-serve goals, and operational efficiency.
Support marketing-led campaigns to ensure seamless customer engagement across all touchpoints.
Qualifications
Bachelors degree in Business, Communications, or related fields.
Minimum of 8 years of experience in leading large-scale contact center operations TELCO experience required.
Strong expertise in multi-channel customer management (voice, email, chat, social).
Solid experience with vendor management and workforce management systems.
Excellent communication, leadership, and analytical skills.
Strategic thinker with strong business judgment and decision-making ability.
Proficient in MS Office and reporting tools.
HRTx

Mandaluyong City, Metro Manila
Permanent
Full-time