Site Operations Director

6 days ago

Quezon City, Philippines ibex Full time

The Operations/Site Director (Cyberpark) will be responsible for managing the offshore customer services operation for various clients. This individual will work with the Client and will be responsible for the successful implementation and migration of the Client’s customer services. The Director will ultimately manage these accounts and oversee the operation of several hundred highly skilled positions related to customer service, sales, client and project implementation, HR and administrative functions, and call center representatives.

The Director will be responsible for successful service delivery within the prescribed SLA, and will be accountable for Client account health and internal team performance.

Responsibilities
  • Manage all aspects of technology delivery in support of a client for the complete landscape including day to day operations, application enhancements and project support.
  • Ensure that organizational structure and staffing plans are adequate to attain organizational objectives while maintaining budget requirements.
  • Responsible for the development, implementation and coordination of customer support programs and standard operating procedures to drive efficiency and effectiveness of support operations.
  • Management of escalated issues and collaboration with other department leaders, as necessary, to expedite resolution.
  • Accountable for the development and achievement of organizational KPIs, Metrics and management reporting.
  • Management of a global product support teams that may include both on-shore and off-shore employees and/or contractors.
  • Maintain an understanding client’s technologies and strategic direction and apply that knowledge to the customer support process.
  • Collaborates with other internal teams to integrate communication, technology, people and process with client counterparts.
Qualifications
  • Combined 10 years of experience in the Call Center Industry (Operations and Client Services), directing large scale programs with multiple lines of business with an emphasis on customer service and sales. Preferably director level in current capacity.
  • Bachelor’s degree; MBA a plus
  • Strong knowledge of various CRM tools
  • Strong knowledge of QA and WFM related tools
  • Strong knowledge of Microsoft Office
  • Significant relevant experience in client relationship management
  • Strong communication skills
  • Excellent presentation skills
  • Effective organizational skills and time management skills
  • Demonstrated ability to migrate highly complex customer service functions to an offshore model while maintaining quality of delivery.
  • Ability to come up with sound and accurate decisions in any given circumstance
  • Ability to exhibit professionalism
  • Demonstrated ability to communicate effectively with internal and external associates
#J-18808-Ljbffr

  • Site Operations Director

    5 days ago

    Quezon City, Philippines ibex Full time

    The Operations/Site Director (Cyberpark) will be responsible for managing the offshore customer services operation for various clients. This individual will work with the Client and will be responsible for the successful implementation and migration of the Client’s customer services. The Director will ultimately manage these accounts and oversee the...

  • Site Operations Director

    5 days ago

    Quezon City, Philippines ibex Full time

    Overview The Operations/Site Director (Cyberpark) will be responsible for managing the offshore customer services operation for various clients. This individual will work with the Client and will be responsible for the successful implementation and migration of the Client’s customer services. The Director will ultimately manage these accounts and oversee...

  • Site Operations Director

    6 days ago

    Quezon City, Philippines ibex Full time

    Overview The Operations/Site Director (Cyberpark) will be responsible for managing the offshore customer services operation for various clients. This individual will work with the Client and will be responsible for the successful implementation and migration of the Client’s customer services. The Director will ultimately manage these accounts and oversee...

  • Site Operations Director

    1 week ago

    Quezon City, Philippines UNAVAILABLE Full time

    Overview The Operations/Site Director (Cyberpark) will be responsible for managing the offshore customer services operation for various clients. This individual will work with the Client and will be responsible for the successful implementation and migration of the Client’s customer services. The Director will ultimately manage these accounts and oversee...

  • Assistant Site Director

    1 week ago

    Quezon City, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

    Assistant Site DirectorThis role supports the Site Director in the overall strategic and operational management of site. The Assistant Site Director is a key leader who helps drive site performance, ensure client satisfaction, and foster a positive and productive work environment. This role reports directly to the Site Director and will assume all...

  • Assistant Site Director

    6 days ago

    Quezon City, Philippines Private Advertiser Full time

    Assistant Site Director (BPO / Call Center) This role supports the Site Director in the overall strategic and operational management of site. The Assistant Site Director is a key leader who helps drive site performance, ensure client satisfaction, and foster a positive and productive work environment. This role reports directly to the Site Director and will...

  • Director Of Operations

    3 weeks ago

    Quezon City, Philippines Aickman and Greene Full time

    On-site - Quezon City 3-5 Yrs Exp Bachelor Full-time Job Description We are seeking an experienced and strategic Operations Director to lead and optimize our operational activities within the telecommunications sector. The ideal candidate will bring deep industry knowledge, operational excellence, and a data-driven approach to drive efficiency, improve...

  • Operations Director

    2 weeks ago

    Quezon City, National Capital Region, Philippines Afni, Inc. Full time ₱1,200,000 - ₱3,600,000 per year

    DescriptionOperations DirectorPosition Purpose:Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.Essential Functions and Responsibilities:Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit...

  • Operations Director

    2 weeks ago

    Quezon City, National Capital Region, Philippines Aickman and Greene Full time ₱3,600,000 per year

    Career Opportunity: Operations DirectorJob Summary:We are seeking an experienced and strategic Operations Director to lead and optimize our operational activities within the telecommunications sector. The ideal candidate will bring deep industry knowledge, operational excellence, and a data-driven approach to drive efficiency, improve service delivery, and...

  • OPERATIONS DIRECTOR

    2 weeks ago

    Quezon City, National Capital Region, Philippines Aickman and Greene Full time ₱2,400,000 - ₱3,600,000 per year

    Job Summary:We are seeking an experienced and strategic Operations Director to lead and optimize our operational activities within the telecommunications sector. The ideal candidate will bring deep industry knowledge, operational excellence, and a data-driven approach to drive efficiency, improve service delivery, and support business growth. This role plays...