Director, Operations

20 hours ago

Cagayan Valley Philippines Buscojobs Full time

Director, Operations

Posted today

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, 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 adherence to KPIs, SLAs, and quality standards.
  • Partner with support functions (HR, WFM, Training, Quality, IT) to drive operational efficiency and continuous improvement.
  • Lead planning, forecasting, and resource allocation to meet changing client and business needs.
  • Build and maintain strong client relationships; serve 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 profitability.
  • Develop and implement action plans to optimize performance, efficiency, and revenue generation.
  • Lead, mentor, and coach Operations Managers and staff to achieve business and individual performance objectives.
  • Foster accountability, empowerment, and employee engagement across all levels.
  • Implement leadership development programs, succession planning, and coaching frameworks.
  • Ensure compliance with client and corporate policies, processes, and standards; drive best practices in service delivery.
  • Lead transformation initiatives to streamline workflows, adopt new technologies, and improve outcomes.

Competencies

  • Strategic Leadership and Client Relationship Management
  • Performance & Results Orientation
  • People Development & Coaching
  • Financial & Analytical Acumen
  • Change Management & Innovation
  • Cross-Functional Collaboration and Cultural Agility

Qualifications

  • Bachelor's degree in Business, Management, or related field (MBA or postgraduate degree preferred).
  • 7–10+ years of progressive leadership experience in the BPO/contact center industry, with proven success managing large-scale operations.

Work Conditions

  • Onsite overnights
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