Supervisor, Contact Center Operations

Location: Quezon City, Philippines

Company

hirify.global operates in the payments industry and provides opportunities within global contact center and operations teams.

What you will do

• Lead and develop customer-facing and back-office teams through coaching, performance management, career development, succession planning, and talent engagement.
• Oversee workforce planning, queue management, productivity, quality monitoring, calibration activities, and service-level performance.
• Partner with clients, business leaders, and cross-functional teams to resolve operational challenges and meet contractual and service commitments.
• Use performance insights to improve processes, mitigate risks, increase operational efficiency, and enhance customer experience.
• Manage escalated customer and operational issues while maintaining compliance with company policies, regulatory requirements, and service standards.

Requirements

• Bachelor’s degree or an equivalent combination of education and relevant professional experience.
• At least 4 years of experience in contact center operations, back-office operations, customer service, payments, financial services, or a related field.
• Experience in team leadership, coaching, workforce management, quality management, and performance optimization.
• Strong analytical, decision-making, problem-solving, communication, stakeholder management, and relationship-building skills.
• Role location: Quezon City, Philippines.

Nice to have

• Experience leading teams in contact center operations, back-office operations, fraud operations, or financial services.
• Knowledge of service-level management, quality assurance, workforce planning, operational reporting, and process improvement methodologies.
• Experience managing client escalations, operational projects, cross-functional initiatives, and employee development programs.

Culture & Benefits

• Work with inclusive, global teams in an evolving payments organization.
• Collaborate across borders and learn from experienced industry professionals.
• Culture focused on client thinking, ownership, teamwork, curiosity, innovation, empowerment, and service excellence.