Loyalty Call Center Lead

Petron Malaysia is an emerging and rapidly evolving Asian oil company. It is part of Petron Corporation which is the leading oil company in the Philippines. Our integrated refining, distribution, and retailing of world-class petroleum products help meet the country’s growing energy needs and contributes to a more progressive nation. We are dedicated and passionate about our vision - to be the leading provider of total customer solutions in the oil sector and its allied businesses.

We are seeking dynamic & innovative individuals who have the drive to make a difference & are fueled to succeed!

Job Responsibilities:

• Represent the company at the outsourced contact center and act as the primary liaison between the organization and the vendor.​​​​​​
• Ensure vendor compliance with contractual obligations, operational procedures and agreed service levels.
• Monitor operational risks and escalate service disruptions or non-compliance issues.
• Validate accuracy and transparency of performance reporting provided by the vendor.
• Identify performance gaps and ensure corrective action plans are implemented.
• Conduct regular operational reviews with the vendor’s leadership team.
• Ensure consistent delivery of high-quality customer interactions aligned with company standards.
• Oversee quality monitoring frameworks and calibration processes.
• Work with the vendor to address recurring customer issues and improve service delivery.
• Monitor operational cost drivers such as call volume, staffing levels and productivity.
• Identify opportunities to improve operational efficiency and reduce cost per contact.
• Work with internal stakeholders and vendor partners to optimize resource utilization and service delivery models.
• Analyze operational workflows and identify areas for process improvement.
• Lead initiatives to streamline processes, enhance productivity, and reduce operational inefficiencies.
• Support automation or digital initiatives that improve contact center efficiency and customer experience.
• Collaborate with internal teams including IT, Marketing and Retail Sales teams to resolve operational issues.
• Communicate operational insights and improvement recommendations to management.
• Facilitate alignment between vendor operations and company business objectives.
• Prepare monthly and quarterly performance reports for senior management.
• Provide insights and recommendations based on operational data and trends.
• Support strategic planning and capacity forecasting for the contact center.
• Track and review performance metrics against established KPIs and SLAs.

Requirements:

• Bachelor’s degree in Business, Operations Management, Customer Experience, or related field.
• 5+ years of experience in contact center operations, customer experience management, or vendor management.
• Experience managing outsourced contact center providers is strongly preferred.
• Strong experience in vendor governance and contract management.
• ​​​​​​​Proficient in data analysis with experience in KPI tracking and monitoring.
• Proven track record in driving process improvement and operational excellence initiatives.
• Excellent stakeholder management skills with the ability to collaborate across cross-functional teams.
• Strategic thinker with strong execution capabilities and results-oriented mindset.

At Petron, we are not just in the business of oil, we are also in the business of fueling lives.

We’re thrilled that you’d like to join Petron. Thank you for your application and have a nice day!