Manager, Contact Center

TL;DR

Manager, Contact Center (Customer Support): Overseeing departmental operations and team performance to ensure high-quality service delivery and adherence to Service Level Agreements. Focus on optimizing workflows, conducting call pattern forecasting, and driving process improvements based on statistical analysis.

Location: Quezon City, Philippines

Company

hirify.global is a leading provider of payment technology and software solutions.

What you will do

• Monitor and evaluate contact center effectiveness to ensure high-quality customer service.
• Empower team leaders to maintain daily operational productivity and performance standards.
• Manage client relationships through regular interaction and timely resolution of requests.
• Coach and develop team members and supervisors to improve overall performance.
• Conduct training on customer service processes and communicate updates on card brand rules.
• Analyze trends and report on system or human issues to leadership with actionable recommendations.

Requirements

• Bachelor's Degree or equivalent relevant professional experience.
• Minimum of 6 years of related professional experience.
• Minimum of 1-2 years of experience in a supervisory position.
• Ability to manage departmental budgets and monitor financial goals.
• Strong analytical skills for process improvement and trend identification.

Culture & Benefits

• Full-time employment with a global fintech organization.
• Opportunities for professional development and leadership coaching.
• Involvement in product development and implementation support.
• Collaborative environment focused on operational excellence and client satisfaction.