Makati City, Philippines





Job ID


MAKE HISTORY WITH US! Reporting into the Regional Head Remote Operations, this is a newly created role that will sit as part of the Central Customer Service and Support team. The Regional Contact Centre Manager has responsibility for driving the operational delivery of our Contact Centres in the associated region, across both inbound and outbound services. They will be responsible for working across the organisation and partner framework to implement the Customer Service strategy and PMI best practice across all markets served, to ensure a consistent approach; aligned to the central trajectory of Customer Service evolution. This role is ultimately responsible for the operational performance of Contact Centres operating within the CSC model in the associated region. They will drive the ongoing culture of continuous improvement across the associated footprint, ensuring that our operations deliver high quality, effective and cost-efficient service to our consumers. The Regional Contact Centre Manager will manage our global partner(s), in the specified geography, to the agreed operational contractual metrics and SLAs across all service channels including phone, email, messaging, social and live chat. They will be responsible for establishing and implementing agreed PMI best practice operational processes across all markets served to ensure a consistent approach. This will include (but not exclusively) quality, performance management, escalation procedures and continuous operational improvements to drive overall delivery. They will be the operational interface for local affiliates and responsible for establishing and maintaining a governance and meeting structure to review performance and delivery from the global partner(s). They will be responsible for the definition and implementation of the customer service strategy and roadmap as we look to ensure that our global vision to deployed across all regions. Through effective management, they will provide clear and actionable insight to identify key opportunities for performance and operational optimisation, and work with both vendors and affiliates to put plans into place to drive improvement. To be a success in role this individual will need to be a proven Contact Centre professional and an adept communicator. They will be expected to consult and work with a large and varied number of stakeholders, at a central, local, and third-party level. They will be required to build strong and productive relationships with the other regional hubs, external functions, and markets, establishing, and leveraging, a working community of resources to drive alignment to the Customer Service trajectory. Through effective management, they will identify key opportunities for performance and operational optimisation, and work with both vendors and affiliates to put committed plans into place to drive improvement. You will be an action oriented, self-starter. Able to quickly identify the steps needed to deliver ‘quick wins’ and embed best practice whilst in parallel, developing the longer term, strategic roadmap required to fully deliver on the opportunity. The role requires a candidate who displays excellent business focus and sound technical skills. You will need to have: • 5-10 years of experience in direct management of contact centre delivery, either inhouse or outsourced, including vendor management with specific focus on both inbound and outbound multi-channel delivery • Proven line management experience • Strong ability to build strong relationships across functions at all levels, internally and externally • Ability to work in a fast-paced environment with strong problem solving, learning and decision-making skills, with a track record of successful results delivery • Excellent verbal and written communication skills and influencing skills • Excellent MS Office capability • Excellent budget setting & management experience • A collaborative and agile approach, with experience of working in a fast-paced environment • Ability to prioritise a large workload and delegate efficiently • Ability to manage multiple projects at any one time and deliver results to deadlines #LIjobs