Director, Operations
2 weeks ago
The Director of Operations is a senior leadership role responsible for driving operational excellence, client satisfaction, and business growth in a dynamic BPO/contact center environment. This role requires a strategic yet hands-on leader who can manage large, diverse teams, foster a culture of high performance and engagement, and ensure delivery of client and organizational goals. The Director of Operations will oversee multiple teams and senior managers, and serve as a key liaison between clients and internal stakeholders. Responsibilities Develop and execute operational strategies that align with client objectives and company goals. Lead large-scale operations across multiple lines of business, ensuring consistent adherence to KPIs, SLAs, and quality standards. Partner with support functions (HR, WFM, Training, Quality, IT) to drive operational efficiency and continuous improvement. Be an active stakeholder in planning, forecasting, and resource allocation to meet changing client and business needs. Build and maintain strong client relationships, serving as a senior point of contact for escalations and business reviews. Collaborate with clients to identify opportunities for growth, innovation, and value creation. Represent the organization in strategic discussions and governance meetings. Own operational KPIs including production efficiency, absenteeism, retention, and overall client scorecard metrics. Analyze operational and financial reports (P&L, forecasting, cost analysis) to identify improvement areas and ensure profitability. Develop and implement action plans to optimize performance, efficiency, and revenue generation. Lead, mentor, and coach Operations Managers, Team Leaders, and staff to achieve business and individual performance objectives. Foster a culture of accountability, empowerment, and employee engagement across all levels. Implement leadership development programs, succession planning, and coaching frameworks. Promote a positive work environment through recognition, motivation, and consistent communication. Ensure all operations adhere to client and corporate policies, processes, and compliance standards. Partner with quality and compliance teams to drive best practices in service delivery. Lead transformation initiatives to streamline workflows, adopt new technologies, and improve operational outcomes. Competencies Core Competencies (Must-have): Strategic Leadership; Client Relationship Management; Performance & Results Orientation; People Development & Coaching. Complementary Competencies (Good-to-have): Financial & Analytical Acumen; Change Management & Innovation; Cross-Functional Collaboration; Cultural Agility. Qualifications Educational Qualification/s Bachelor’s degree in Business, Management, or related field (MBA or postgraduate degree preferred). Professional Qualification/s 7–10+ years of progressive leadership experience in the BPO/contact center industry, with proven success managing large-scale operations. Work Conditions Onsite overnights Seniority level Director Employment type Full-time Job function Management and Manufacturing Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Quantrics Enterprises Inc. by 2x Sr Director, Operational Business Transformation and Excellence – Taguig, National Capital Region, Philippines; various locations listed with recent postings. #J-18808-Ljbffr
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