Manager, Contact Center

Ready to take your career global?
Make your mark at one of the biggest names in payments. We’re looking for a Manager - Contact Center to join our ever evolving Global Customer Operations Team and help shape the future of global commerce.

What you’ll own

• Operations Leadership: Oversee end-to-end contact center operations, ensuring service levels, quality standards, and KPIs are consistently achieved.
• Performance & Process Optimization: Analyze call metrics, forecast volumes, and drive continuous improvement initiatives to enhance efficiency and productivity.
• Stakeholder & Team Management: Lead teams and collaborate with client stakeholders to resolve issues, strengthen processes, and ensure timely, accurate reporting.

What you’ll bring

• Bachelor’s degree in a relevant field from an accredited university is preferred. Equivalent professional experience in lieu of a degree will also be considered.
• Minimum of six (6) years of relevant professional experience, with at least one (1) to two (2) years in a supervisory or leadership capacity preferred.
• Demonstrated flexibility to work on shifting or rotational schedules.
• Willingness to work onsite in Vertis North, Quezon City.

It’s a bonus if you have

• Experience working in a fintech or payments company, such as Global Payments.
• Familiarity with financial services, payment processing, or customer transaction systems.
• Exposure to working in a global or multinational environment.

What Part Will You Play?

• Monitors and evaluates effectiveness of all aspects of a Contact Center and/or off phone environments . Ensures the highest quality customer service is delivered in an efficient manner. Empowers leaders to handle the daily operations of individual teams in a productive manner to maintain contracted client performance standards. Maintains close contact with clients through daily interaction with the client relations/project management areas. Handles all client requests in a timely manner. Coaches, develops and counsels existing team members and supervisors to higher performance. Approves all hiring decisions
• Conducts training for customer service processes for team members, clients and merchants. Stay up to date on all changes regarding Card Brand Rules and Regulations and communicate any changes to Team Members, clients and merchants Identifies and coordinates additional training as needed.
• Participates in weekly client calls to discuss upcoming marketing events, outstanding issues or any other topics pertaining to applicable areas. Resolves escalated customer issues that are not resolved at the supervisor level. Evaluates processes, client data and trends to identify process improvements. Oversees projects, conversions and process improvements to implementation.
• Monitors Quality Assurance and Productivity - Conducts regular quality samples for each team and provide feedback/counseling as needed to ensure they are meeting established quality standards.
• Adhere to an annual budget that utilizes available resources while maintaining client performance standards and company profit guidelines. Monitors revenue and expenses to ensure achievement of Divisional financial goals.
• Monitors vendor communications and take appropriate actions as necessary.
• Creates daily reporting of customer escalations. Analyzes trends and report to leadership any system, human, and other issues that cause a less than stellar customer experience. Provides recommendations to reduce and/or eliminate issues that impact overall service quality.
• Participates in product development and implementation support. Identifies potential system issues and recommends system enhancements.
• Not an exhaustive list; other duties as assigned

About the team
Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?
Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.

Does this sound like you? Then you sound like a Globalpayer. Apply now to take your career global.