Country Leader - Philippines
Our client is a global customer experience consulting service provider disrupting the industry with solutions that enable businesses to scale globally while achieving top customer satisfaction. They are focused on the industries of Travel & Hospitality, Logistics, Insurance, Healthcare, Financial Services, and other Tech Businesses. Our client offers delivery in 10 different countries, in 32 languages, with over 29,000 agents. They believe that great customer experiences begin with great human experiences and put their team first to ensure this is achieved.
The successful candidate will connect business strategy with operational execution, build strong client relationships, and ensure consistent achievement of service delivery and financial objectives. The role also provides strategic oversight and cross-functional alignment across Talent Acquisition, Training, Workforce Management (WFM), and Quality Assurance (QA).
This opportunity requires a strategic and commercially minded leader who brings clarity, collaborates effectively, and takes accountability for results in a complex, fast-paced environment.
Key Responsibilities
Operational Leadership
- Lead and develop a multicultural team of Operations Heads, aligning teams around operational and business objectives.
- Ensure consistent achievement of Service Level Agreements (SLAs) and key operational performance targets.
- Review operational performance, identify the
