Customer Service Leader (Contact Center)

Decathlon

  • Alabang, Muntinlupa City
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Decathlon Philippines is expanding in the next 3 years, and we are dedicated to pushing the boundaries of innovation and success! To accompany this fast development, we are looking for an additional teammate to join our E-Commerce team!We are seeking a dynamic, results-driven Digital Customer Service Leader [Contact Centre Leader] to oversee and elevate our customer service and online relationship strategies. This position is key in ensuring the delivery of outstanding customer experiences across all online channels. The ideal candidate will be a strategic thinker with a deep understanding of customer needs and the ability to lead a team towards achieving superior service quality and long-term customer loyalty.Responsibilities:Relational Excellence & Customer Focus
  • Your primary responsibility is to guarantee exceptional customer relations. This involves empowering your team with the tools and knowledge to make autonomous decisions that satisfy customers, while also ensuring every interaction is personalized and exceeds expectations.
  • You are accountable for keeping promises, such as meeting response times, and ensuring the team is available whenever and wherever customers need support.
  • You also proactively identify pain points in processes and tools to drive continuous improvement.
Team Leadership & Development
  • You are responsible for building and managing a high-performing team. This includes the full employee lifecycle, from recruiting top talent to integrating, training, and developing each team member.
  • You implement personalized development plans to increase their autonomy and prepare them for future roles within the company, demonstrating a commitment to building a strong team for both the present and the future.
Strategic & Operational Management [Offshore Accounts]
  • You oversee the strategic and day-to-day operations of the contact center. This includes optimizing workflows for efficiency and managing service levels through effective workforce management, scheduling, and queue management.
  • A key part of this is using data to analyze team performance, identify trends, and prepare regular reports for senior management to drive decision-making.
  • You also oversee the technology platforms the team uses, ensuring they have the tools needed to be productive.
Compliance & Risk Management
  • Regulatory Oversight: Hold ultimate responsibility for the team's strict adherence to all international banking regulations, including Know Your Customer (KYC), Anti-Money Laundering (AML), FATCA, and CRS.
  • Quality Assurance (QA): Develop and manage a robust QA program to regularly audit the team's interactions and account-opening procedures. Ensure that all documentation is verified and all compliance checks are executed flawlessly.
  • Liaison with Compliance: Act as the primary bridge between the contact center and the Legal, Risk, and Compliance departments. Disseminate regulatory updates to the team and ensure changes in policy are implemented immediately and effectively.
  • Training & Audits: Lead ongoing mandatory compliance training for the team. Prepare the team for and serve as the main point of contact during internal and external regulatory audits.
Who you are:You are passionate about your sport and practice it regularlyYou have good analytical skills and a good capacity for organizationYour Excel skill is excellentYou have a successful experience in e-commerce/ logistics/ delivery or have a strong interest in itYour creativity allows you to solve all kinds of digital problemsYou are dynamic and have a high sense of responsibilityYou speak both Filipino & EnglishYou are flexible and ready to work during the weekend (5 days per week) and take another day off insteadWhat we offer:Be part of an international company and be connected to a large network of peopleCompetitive remuneration package based on your experienceMandatory Government Benefits (SSS, PhilHealth, PAGIBIG)HMO coverageAn opportunity to be a Decathlon Shareholder20% Teammate Decathlon purchase discount to support your sports activities!10,000 php yearly sports voucherReady to play?Apply now and join Decathlon.

Decathlon