Unit Head (Contact Center)

About the RoleAs a Voice Unit Head under the Contact Center Channel, you will be responsible for the development and management of objectives for the contact center operations and service delivery model. You are expected to execute effective resource planning and utilization to optimize capacity, technology and other capabilities that can enable achievement of service delivery requirements.How you'll contributeManage and monitor daily operations and service delivery across contact center channels of Voice – Inbound and Outbound as well as Non voice assignmentsServe as tertiary point of escalation on elevated complaints; Engage the relevant support units and collaborate on providing resolutionPartner with relevant functions to materialize improvement initiatives that enhance end to end processes, increase business efficiency and lift customer experienceConduct coaching and mentoring to Unit Head on performance as well as duty adherence; Create Development Plan for all direct reportsWhat we’re looking forBachelor's degree in any field5-10 years of relevant experience in customer service, contact center, and workforce managementAt least 2 years of experience managing Team Leaders/Supervisors, preferably with contact center background in the banking industryHas stakeholder management experience and/or capabilitiesKnowledgeable in multi-channel management – Voice and Non voiceWell adept with Products, Processes and Policies of the Business functionProficient in oral and written communicationsKnowledgeable in MS Office applicationsGood analytical and problem-solving skillsAbility to manage team crisis and staffing deficitsCan conduct Root Cause Analysis and initiative planning and executionWilling to work on premises in Makati Head OfficeAbout Security BankSecurity Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”Start your BetterBanking career with us today.