Operations Director for Awesome CX by Transcom

4 weeks ago

Davao City, Philippines Awesome CX Full time

Operations Director – Awesome CX by Transcom (Davao, Philippines) Overview Awesome CX by Transcom is seeking an experienced Operations Director to lead all contact‑center business units on the Davao site. The Director will drive operational excellence, revenue growth, client satisfaction, and employee engagement across a multi‑client, multi‑site portfolio. Responsibilities Ensure revenue per employee meets or exceeds company goals. Implement performance management at individual and team levels to address weaknesses. Accurately measure and report efficiency results on a daily basis. Identify operational issues early, escalating forecasted problems with impact summaries. Maintain a standard organizational structure, reporting anomalies and seeking approval for non‑standard appointments. Drive proactive client engagement, increasing client revenue through deepening relationships. Prepare for commercial negotiations, ensuring risks, profit objectives, and cost coverage are clearly defined. Develop and deliver accurate budgets and forecasts, matching resources to demand while mitigating scheduling risks. Represent the company externally as a brand ambassador and conduct effective pre‑sales support. Implement, monitor, and improve standard procedures and processes to ensure compliance and effectiveness. Foster an open, energetic culture with clear recognition, personal development plans, and high employee morale. Qualifications and Skills University degree or equivalent higher education. Minimum 5 years of Operations experience in a multi‑site, multi‑client environment. At least 2 years as an Operations Director (or equivalent) managing clients from 10‑300 FTE to 2000+ FTE. Strong sense of ownership, urgency, and data‑driven problem solving. Excellent relationship building with Operations, Support, and client teams. Ability to multitask, manage pressure, and prioritize competing demands. Diplomatic and enterprising conflict resolution skills. Strong communication and presentation skills for executive audiences. Motivational leadership and talent retention capabilities. Seniority Level Director Employment Type Full‑time Job Function Administrative – Outsourcing and Offshoring Consulting #J-18808-Ljbffr

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