Contact Center Management Head Telco

Work Schedule: Dayshift

Location: Mandaluyong

Industry: Media Industry

The Contact Center Management Head leads and supervises all aspects of customer care, including handling escalations, fulfillment, technical field support, and branch or customer experience center operations. This role focuses on creating strategies to achieve key performance metrics and deliver outstanding customer experiences across every touchpoint. The position also manages vendor relationships and implements churn reduction initiatives to align with the organizations broader business objectives.

Key Responsibilities:

• 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.
  
  
  

• 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.