Director for Customer Service
Core
Lead multiple Customer Service teams in the Philippines to drive operational performance, customer experience, and business results for a financial services firm.
Role type
Senior leadership IC (Director of Customer Service)
Builds
Contact center operations and customer service delivery
Domain
Financial services / Retirement services
Required skills
Contact center operations management, team leadership through managers, KPI ownership, workforce capacity planning, performance management, regulatory compliance, risk management, cross-functional collaboration
Preferred skills
Large-scale multi-team contact center leadership, collaboration with US-based leadership, Workforce Management expertise, operational improvement implementation
Technologies
None stated
Responsibilities
Lead 8–10 Customer Service teams and 125+ indirect reports; Direct daily contact center operations and resolve issues; Own and analyze KPIs for satisfaction and efficiency; Coach and develop Managers; Partner with HR on hiring and discipline; Collaborate with Workforce Management on staffing and scheduling; Manage operational resources within budget; Oversee risk management and regulatory compliance
Seniority
Senior, hands-on IC