Contact Center Circle Lead (operations Manager)

ING Hubs Philippines

Philippines
Fully remote
5+ years contact center management experience
Banking and financial services industry background
Shared service environment experience
The role involves leading a Circle of Contact Center Professionals to deliver operational excellence for Retail Banking activities globally

Job Summary

  • The role involves leading a Circle of Contact Center Professionals to deliver operational excellence for Retail Banking activities globally.
  • Candidates must drive performance improvements through data analysis, root cause analysis, and proactive execution of solutions.
  • The position requires fostering an inclusive culture while managing flexible workforce arrangements in a fast-paced shared services environment.

Matching Summary

The role involves leading a Circle of Contact Center Professionals to deliver operational excellence for Retail Banking activities globally.

Skills & Requirements

Must-have

  • 5+ years Contact Center management experience
  • Banking and Financial Services industry background
  • Shared Service environment experience
  • Workforce management and capacity planning
  • Real-time customer contact insight
  • Agile Way of Working familiarity

Nice-to-have

  • Customer centricity culture creation
  • Data driven mindset and RCA skills
  • Inclusive Orange Behavior culture
  • Cross-cultural collaboration ability
  • Strategic influence and stakeholder management

Key Requirements

  • College graduate degree required
  • Proficient in spoken and written English
  • Experience with training, coaching, and project management
  • Minimum 5 years relevant team management experience

Work Rights

Not specified

Tailored Resume

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