Service Delivery Director

2 weeks ago

Cebu City, Central Visayas, Philippines Continuum Global Solutions Full time

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional. Our right sourcing approach allows us to unify the best combination of our global network of brick-and-mortar centers, on-premises centers, plug-and-play solutions, and our agents to deliver maximum efficiency and client value. We then leverage the best voice, chat, email, social media, and AI technologies available to offer unmatched security, flexibility, and scalability.

Do you have a strong command of and understanding of Leading People and Operational Execution? Are you one that AIMS HIGHER. REACHES FARTHER to achieve your targets? Can you ACT BOLD. BE PASSIONATE with a problem-solving mindset? Can you BE ONE. HELP MANY in a way that provides a positive experience? Do you want to BE DIFFERENT. BE YOU and LEARN MORE. TAKE ACTION? JOIN OUR TEAM TODAY

Position Summary

The Site Director is responsible for the strategic planning and execution of all Contact Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on effective coaching, customer care, quality management, workforce planning, recruiting, and training. Performance metrics include quality, attendance, call efficiency, high conversion rates, staffing utilization, employee culture, employee retention, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

The Director's success is measured by the organization's ability to deliver on being the #1 Trusted Partner through Quality Performance while meeting monthly Call Attainment requirements. This is achieved through continuous integrity in all activities by ensuring an effective site client partnership, creating a high level of employee engagement and activities, achieving call center call efficiencies through the deployment of best practices, the continuous development of leadership, the achievement of financial targets and the achievement of performance metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. Presently all calls are of an inbound nature.

The Site Director executes the vision for the operation ensuring the Call Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their remote team in developing and documenting best practices in the performance of all duties and responsibilities. Position reports to Director of Care who is a direct report to the VP of Care.

Primary Responsibilities

  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net revenue to clients
  • Ability to generate and maintain a strong employee engagement culture and mitigate turnover in a brick & mortar site that also includes team members in a work at home environment
  • Responsible for development and administration of annual department budget to attain business goals with operational stability
  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
  • Maintain effective internal Quality Assurance (QA) programs fostering continuous improvement and client expectations
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center performance
  • Develop and maintain effective organization of responsibility, including efficient coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
  • Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction
  • Manage and expand client and coworker relationships
  • Ensure compliance with regulatory agency guidelines and standards

Knowledge, Skills, & Experience Requirements

  • Bachelor's degree or higher preferred; 10+ years leadership in a Call Center will be considered in lieu of degree
  • Minimum 7+ years of Call Center/Contact Center management experience; preferably BPO, digital cable, internet, and telecommunications vertical experience strongly desired
  • Experience leading teams of 400+ FTE
  • Highly effective with data and analytics, financial acumen, and previous ownership of P&L
  • Driver of sustainable, positive change and increased accountability culture
  • Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
  • Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience
  • Ability and desire to work in a fast paced, quickly changing start-up environment
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
  • Strong negotiation, interpersonal, written, and oral communications skills – including statistical report writing
  • Computer Skills: Microsoft O365, with advanced Excel skills, familiarity with Adobe Connect a plus

About Continuum Global Solutions, LLC

Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to .

Seniority level
  • Seniority level Director
Employment type
  • Employment type Full-time
Job function
  • Job function Management, Production, Business Development
#J-18808-Ljbffr

  • Director of Service Delivery Management

    2 weeks ago

    Cebu City, Central Visayas, Philippines Continuum Global Solutions, LLC Full time

    Select how often (in days) to receive an alert: At Continuum, we embrace the unique needs of each client to provide world-class customer support services. Our right sourcing approach allows us to unify the best combination of our global network of brick-and-mortar centers, on-premises centers, plug-and-play solutions, and our agents to deliver maximum...

  • Country Delivery Director

    2 weeks ago

    Cebu City, Central Visayas, Philippines IQ-EQ Full time

    IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.Job DescriptionJob Summary:You will be responsible for managing the performance of the delivery staff in such a way that quality,...

  • Country Delivery Director

    2 weeks ago

    Cebu City, Central Visayas, Philippines IQ-EQ Group Full time

    You will be responsible for managing the performance of the delivery staff in such a way that quality, productivity, billing/FTE, cost of delivery performs best in class for the sector managed. You will support the development of strategic relationships with clients, monitor current service levels as well as support further business development opportunities...

  • Country Delivery Director

    2 weeks ago

    Cebu City, Central Visayas, Philippines IQ-EQ Full time

    Company DescriptionIQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.Job DescriptionJob Summary: You will be responsible for managing the performance of the delivery staff in such a...

  • Service Delivery Lead

    2 weeks ago

    Cebu City, Central Visayas, Philippines BEST CAREERS AND OPPORTUNITIES Full time

    LOCATION:QUEZON CITY AND CEBU,PHILIPPINESJOB TITLE:SERVICE DELIVERY LEADRole Purpose: The purpose of the role is to ensure excellent customer service delivery of all technology solutions and products to clients, through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of...

  • Service Delivery Lead

    2 weeks ago

    Cebu City, Central Visayas, Philippines BEST CAREERS AND OPPORTUNITIES Full time

    LOCATION:QUEZON CITY AND CEBU,PHILIPPINESJOB TITLE:SERVICE DELIVERY LEADRole Purpose:The purpose of the role is to ensure excellent customer service delivery of all technology solutions and products to clients, through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of...

  • IT Director

    2 weeks ago

    Cebu City, Central Visayas, Philippines Ninja Van PH Full time

    The ITDS Director has complete ownership of the establishment and execution of the Information Technology and Data Services Division's strategies and ensures its integration with the enterprise's business strategy and the delivery of all information and operational technology capabilities required to achieve business success and continued growth while...

  • Director, Project Management

    2 weeks ago

    Cebu City, Central Visayas, Philippines Clarivate Analytics (US) LLC Full time

    Clarivate Analytics (US) LLC Director, Project Management Philadelphia , Pennsylvania Apply Now Reference #: Clarivate is home to leading life sciences and healthcare solutions including Cortellis, solutions for Real World Data, medtech, market access and commercialization and deep consulting services.We are looking for a Director of Content Custom Projects...

  • Assoc Director Genetic Counseling

    2 weeks ago

    Cebu City, Central Visayas, Philippines Penn Medicine Full time

    Penn Medicine Assoc Director Genetic Counseling Philadelphia , Pennsylvania Apply Now Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top...

  • Assistant Program Director

    2 weeks ago

    Cebu City, Central Visayas, Philippines COMHAR, Inc. Full time

    COMHAR, Inc. Assistant Program Director Philadelphia , Pennsylvania Apply Now Job TypeFull-timeDescriptionEffective October 15, 2021, all employees/contractors/interns/volunteers are required to provide our office with proof of COVID vaccination.*Assistant Program Director Salary:$68,000.00Under the direction of the Program Director, the Assistant Director...

  • Program Director

    2 weeks ago

    Cebu City, Central Visayas, Philippines Sevita Full time

    Sevita Program Director Philadelphia , Pennsylvania Apply Now Pennsylvania Mentor , a part of the Sevita family , provides Residential and Treatment Foster Care services to youth who may be facing out-of-home placements, transitioning back into the family home or independent living alternatives, or involved in the juvenile justice system. Through our...

  • Service Delivery Team lead

    2 weeks ago

    Cebu City, Central Visayas, Philippines Career Professionals, Inc. Full time

    Company: Career Professionals, IncCompany Description:Careers Professionals, Inc. started as M2MJ Human Resources Consulting in 2016. It was conceptualized and founded by successful professionals who have been with prestigious organizations for more than a decade. Believing in people as the most valuable asset of any organization, we are committed to provide...

  • Director of Planning, Northeast

    2 weeks ago

    Cebu City, Central Visayas, Philippines T. Y. Lin International Full time

    T. Y. Lin International Director of Planning, Northeast Philadelphia , Pennsylvania Apply Now Reference #: 1881Sam Schwartz, a TYLin Company, is a leading transportation engineering, planning, and environmental firm known nationally for our ability to solve complex transportation problems with creative, multi-modal solutions. Our work includes diverse,...

  • Director, AIML Security

    2 weeks ago

    Cebu City, Central Visayas, Philippines GlaxoSmithKline LLC Full time

    GlaxoSmithKline LLC Director, AIML Security Philadelphia , Pennsylvania Apply Now Reference #: 394631Site Name: San Francisco, Cambridge MA, Home Worker - USAPosted Date: May 2 2024At GSK, we want to supercharge our data capability to better understand our patients and accelerate our ability to discover vaccines and medicines.The Onyx Research Data Platform...

  • Transition Management Director

    2 weeks ago

    Cebu City, Central Visayas, Philippines Unisys Corporation Full time

    Unisys Corporation Transition Management Director Philadelphia , Pennsylvania Apply Now Reference #: REQ529629We Believe in BetterWe are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.At Unisys,...

  • Director of Operations

    2 weeks ago

    Cebu City, Central Visayas, Philippines HawodTech Solutions Inc. Full time

    Job Description:Job Title: Director of Operations and SupportJob Level: Mid-SeniorReports to: VP of PH OperationsWork Schedule: US PSTSetup: OnsiteStart Date: ASAP Plan, monitor, and manage the daily activities and operations of the revenue-generating teams in Cebu and all P&L-impacting activities.Oversee the teams and push productivity and performance to...

  • Center Director

    2 weeks ago

    Cebu City, Central Visayas, Philippines OPERATION SMILE PHILS. FOUNDATION INC. Full time

    Add expected salary to your profile for insights The Center Director for Operation Smile's (OS) Cebu Comprehensive Cleft Care Center of Excellence (COE) is the key leader for overseeing the establishment, operations, government and hospital relations, and development fundraising for long-term growth and success. This includes developing and executing the...

  • Director of Plant Operations

    2 weeks ago

    Cebu City, Central Visayas, Philippines Universal Health Services Full time

    Universal Health Services Director of Plant Operations PHILADELPHIA , Pennsylvania Apply Now Fairmount Behavioral Health Hospital provides comprehensive behavioral healthcare for children, adolescents, adults, and senior adults suffering from mental health and addictive illnesses. Fairmount is a 239 bed, short-term, acute care hospital offering inpatient,...

  • Sr. Director, Global Procurement

    2 weeks ago

    Cebu City, Central Visayas, Philippines Adare Pharma Solutions Full time

    Location field must contain 'city, state' or a zip code to perform a radius search (e.g., Denver, CO or City and state must be separated by a comma followed by a space (e.g., Houston, TX ) Adare Pharma Solutions Sr. Director, Global Procurement in Philadelphia , Pennsylvania Are you ready to join a growing, global drug development and manufacturing...

  • Asst Director, Administration

    2 weeks ago

    Cebu City, Central Visayas, Philippines Temple University Full time

    Temple University Asst Director, Administration Philadelphia , Pennsylvania Apply Now Grade: T25The link below will give you information about the University's "T"salary structure..A variety of important factors are reviewed by HR when considering salary, including job duties, the applicant's education and experience, all relevant internal equity...