Senior Operations Director

2 weeks ago

Pasig, National Capital Region, Philippines AAPI Acquire Asia Pacific, Inc. Full time

Senior Operations Director page is loaded

Senior Operations Director Apply locations Pasig City time type Full time posted on Posted 3 Days Ago job requisition id R8336

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

This leader is responsible for the overall smooth operation of outsourcing contracts with the client . In this position the incumbent will affect the actions of internal and external resources in the goal of delivering contracted services at targeted service levels. This role also often plan , direct and coordinate operations in support of a company's growth.

Duties also include formulating policies and strategic plans for future growth, and managing daily operations of personnel, purchasing, administration and other departments.

Additional duties for the Senior Operations Director can include formulating training and incentive plans, maintaining efficient team structure and performance through analytics, processes and tools, maximizing new client engagement and working with the leadership team to develop plans to meet future needs.

As Senior Operations Director you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

This role will manage several clients and several delivery teams , including Operations Directors and Senior Operations Managers

A SNAPSHOT OF YOUR ROLE

  • Ensure adherence to service level agreements of quality, productivity, accuracy, and any other defined metrics
  • Drive improvements in overall service levels, transactional efficiencies and cost management
  • Responsible for the execution of contractual plans for individual client programs as well as compliance to all contractual commitments
  • Responsible for maintaining performance according to established objectives, and develop or maintain internal control systems to ensure accountability
  • Mediate, respond to, and resolve highly sensitive customer/client issues, which could negatively impact customer/client
  • Establish clear roles, directions, responsibilities, and performance requirements for the call center management team
  • Ensure management team and associates exhibit a high degree of ownership and accommodation when interfacing with clients and customers
  • Perform cost-benefit analysis and identify cost efficiencies and savings opportunities
  • Review and approve program budgets

A BIT ABOUT YOU

  • 10+ years BPO/Call Center Experience
  • Senior Level Call Center Management experience managing multiple accounts
  • Demonstrated ability to lead, coach, develop effective leaders and teams
  • Goal setting (defining and prioritizing specific driving objectives)
  • Strong communication and presentation skills
  • Strong analytical and problem solving skills
  • Budgeting and financial planning skills
  • Results oriented with ability to manage change while creating a positive environment
  • Proficiency in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, and center reporting tools and technologies
  • Thorough knowledge of call center operations
  • Flexibility to work long and irregular hours
  • Open to t ravel as required

WHAT SUCCESS LOOK S LIKE

  • Metrics as dictated by the clients
  • Quality and compliance metrics
  • Client Satisfaction Metric
  • Company driven metrics

WHAT WE VALUE

We' re proud of our diverse global team , all work ing in a collaborative environment and happy to share these common values :

  • Collaboration: Brilliant jerks can be brilliant elsewhere .
  • Impact: Do, get it done, create impact.
  • Passion: Be positive, bring passion and energy.
  • Transparency: A transparent team can help each with other.

Acquire BPO is a business outsourcer with a vision is to connect organiz ations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.

Join the A-Team and experience the A-Life

About Us

Acquire BPO is an award-winning, global business outsourcer with 10,000 staff and over 16-years' experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail.

We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of "big business." We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on "Access Rights to Personal Data" or send us an email to . Please refer to our Privacy Policy at

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