Contact Center Manager

Location: Building 55A, PhilExcel Business Park, Clark Freeport Zone, Mabalacat, Philippines

Company

Global logistics and supply chain management company providing customized international trade solutions and integrated information systems.

What you will do

• Oversee daily Command Center operations and support critical customer service and escalation monitoring.
• Recruit, onboard, train, coach, and develop Command Center employees and operational leads.
• Manage performance reviews, employee relations, engagement initiatives, policies, and 24/7 staffing coverage.
• Lead quality control, root-cause analysis, compliance, and operational improvement initiatives.
• Define requirements and manage complex projects involving process improvement, system implementation, and operational change.
• Review P&L, payroll, overtime, expenses, equipment purchases, and other financial approvals.

Requirements

• Experience with logistics and business operations.
• Strong leadership, people management, project management, organization, communication, and execution skills.
• Proven customer service experience and the ability to solve complex problems collaboratively.
• Strong analytical and visual presentation skills.
• Ability to design creative solutions, manage stakeholders, and maintain operational and regulatory compliance.
• Ability to work at the Clark Freeport Zone site in Mabalacat, Philippines.

Culture & Benefits

• Stable and professional working environment aligned with international standards.
• Clear role definition and structured onboarding.
• Exposure to reputable clients and cross-functional collaboration.
• Opportunities for long-term career development.
• Competitive compensation package aligned with market standards.