Operations Director for Awesome CX by Transcom

Operations Director for Awesome CX By Transcom - Davao Awesome CX by Transcom is looking for talented individuals like you to join our awesome team Be a Operations Director for Awesome CX by Transcom Davao. The Operations Director is responsible for the general management of all the business units operating in his/her contact centers. This includes responsibility for all aspects of the business. Join our Awesome CX by Transcom Family as an Operations Director Essential Duties & Responsibilities Efficiencies Ensures overall revenue per employee contributions are in line with or exceed the company goals Ensures revenue contribution is measured for every direct individual and direct employee leader at every level Implement effective performance management procedures at individual and team levels to address weaknesses Ensures efficiencies are accurately measured and reported Ensures efficiency results are reported and reviewed on a 24-hour basis Identify issues at the earliest possible stage and escalate forecasted issues immediately with a summary of expected impact and actions taken to address Organization Implementing/maintaining a standard organization structure and reporting any anomalies with justifications. Seek approval from Executives for any non-standard appointments Taking client needs and commercial contributions into account for organization plans and making sure that client objectives are met through appropriate appointments and organizational design Client Relations Initiate regular and proactive contact with clients Proactively seek to increase client revenue Seeks to introduce deep dependencies and mutually beneficial client relationships Commercials Prepares meticulously for commercial negotiations in advance and ensures risks and profit objectives are covered Ensures revenue streams cover committed costs wherever possible Ensures profitability is properly calculated prior to agreement and all costs (including capital investments) are accounted for Develops agreements that incentivize client improvements in return for higher margins Ensures all agreements are profitable and takes account of “end of contract” exposures. Ensures minimum demand forecasting risks are taken by the company and are manageable with appropriate commercial remedies Business Planning Develop and deliver accurate budgets and forecasts within defined corporate time scales. Ensures that demand forecasting is as accurate as possible and that the resource deployed is matched effectively to demand. Considers employee impact of resource scheduling and avoids anti-social and undesirable shift patterns. Implements standard practices. Uses technology and innovation to ensure demand spikes are managed as effectively as possible. Measures and reports on customer experience by client’s objectives. Business Development Ensures all staff acts as ambassadors and salesmen/women of the company at all times. Ensures excellent and effective pre-sales support. Always meet or exceed commitments made to clients. Ensures efficient sales activity seeking to obtain benefits whenever possible. Ensures that brand identity is accurately represented. Process and Integrity Ensures that the company's standard procedures are implemented and complied with at all times. Ensures that all revenues and costs are effectively tracked and properly accounted for. Continuously reviews procedures and implements improvements. Culture Creates an open and energetic culture at every level in the organization. Leads by example and establishes recognition from employees as a supportive, strong, and credible leader Ensures that objectives are set for every member of the organization in line with the values and business goals Implements clear and objective recognition procedures at every level in line with the group policy Implements personal development plans and effective performance management procedures for all employees Ensures site security and appropriate welfare and protection of employees Ensures a high level of morale and a sense of loyalty to the company in each individual Implementing motivational activities such as team competitions and reward schemes Job Qualifications, Skills and Experience Educational Background Hold a university degree or equivalent higher qualification Work Experience At least 5 years of Operations experience in a multi-site, multi-client, BPO environment. Minimum 2 years experience as an Operations Director (or equivalent) responsible for multiple clients ranging from small-medium (10-300FTE) to large (2000+ FTE) Skills Requirements Strong sense of personal stake and urgency in day-to-day management Ability to forge positive, objective relationships with Operations and Support teams Adapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines, and conflicting and shifting priorities Ability to foresee, dissect, and fix problems using a data-driven approach and common sense Appetite for challenges; driving projects, improvement opportunities, maturity models Effectiveness in articulating and persuading different levels in the organization Experience in creating compelling analyses, reports, and slides for executives Hands-on experience in Operations of medium to large size clients Must demonstrate a perceptive, thorough, and decisive approach to problem-solving Must be diplomatic and enterprising in resolving conflicts and disagreements Ability to work independently and closely with the assigned campaigns Resilient optimism and a positive attitude are desired. Ability to motivate, retain, and attract talent. Flexible with extending shifts when needed. #J-18808-Ljbffr