Director Of Operations

4 weeks ago

Pasig, Philippines RCReign International Manpower Agency Full time

Overview

The Director of Operations is a senior leader responsible for overseeing and optimizing service delivery, client satisfaction, and operational efficiency across multiple BPO accounts or sites. This role ensures that business goals are achieved through effective leadership, data-driven decision-making, and continuous improvement in performance and service quality.

Responsibilities
  • Lead and manage overall BPO operations, ensuring performance meets SLAs, KPIs, and client expectations
  • Develop and implement strategies for improving operational performance, customer satisfaction, and profitability
  • Collaborate with clients to understand their evolving needs and deliver proactive, value-added solutions
  • Monitor site or account performance, using data and analytics to identify trends, risks, and opportunities
  • Directly supervise Operations Managers, Account Leaders, and Support Teams (e.g., Quality, Training, Workforce)
  • Ensure compliance with industry standards, data privacy, security policies, and labor regulations (e.g., DOLE, HIPAA, GDPR as applicable)
  • Drive operational excellence using Lean, Six Sigma, or similar continuous improvement methodologies
  • Partner with HR and Talent Acquisition on staffing, workforce planning, and retention strategies
  • Contribute to the company’s growth strategy through client expansion, transitions, and new business onboarding
  • Prepare and present performance reviews, operational plans, and client reports to executive leadership
Qualifications
  • Bachelor''s degree in Business Administration, Management, or related field (MBA preferred)
  • At least 10 years of experience in BPO operations , with 5+ years in senior leadership roles
  • Proven track record of managing large teams and multi-site or multi-client BPO accounts
  • Strong client relationship management and business acumen
  • Expertise in contact center operations, service delivery, workforce management, and process optimization
  • Exceptional leadership, communication, and organizational skills
  • Advanced proficiency in data analysis, forecasting tools, and CRM/Contact Center systems (e.g., Avaya, NICE, Salesforce)
  • Deep understanding of industry KPIs such as CSAT, NPS, AHT, FCR, and QA compliance
Preferred Experience
  • Experience in voice and non-voice BPO services (e.g., customer service, tech support, back office, healthcare, fintech)
  • Experience handling international clients (US, UK, AU markets)
  • Knowledge of quality certifications and regulatory standards (e.g., ISO, PCI-DSS, HIPAA)
  • Familiarity with digital transformation, AI tools, and automation in BPO environments
#J-18808-Ljbffr

  • Senior Operations Director

    1 week ago

    Pasig, National Capital Region, Philippines Valmont Couture Full time ₱1,500,000 - ₱2,500,000 per year

    Company DescriptionFor nearly 80 years, Valmont Couture has been a global leader in providing products and solutions that support vital infrastructure and advance agricultural productivity. We are committed to customer-focused innovation that delivers lasting value. Valmont serves two primary segments — agriculture and infrastructure — with seven...

  • Fleet Operations Director

    8 hours ago

    Pasig, National Capital Region, Philippines Xpress Super App Full time ₱1,200,000 - ₱3,600,000 per year

    Company DescriptionXpress is building the Philippines' next-generation mobility and fintech ecosystem - a company founded with purpose, powered by technology, and driven by impact.We simplify the lives of millions through innovation: from sustainable transport to digital finance. Our mission is to create lasting socio-economic impact by combining technology,...

  • Director, Account Operations

    4 weeks ago

    Pasig, Philippines The Results Companies Full time

    If you are looking for an opportunity to help clients find solutions to their challenges and motivate a team to be successful, our Director Account Operations is a role to consider. You will be the key contact for our clients, your Account Ops Managers and internal operations/ support teams in designated call centers. This client services role uses an...

  • Senior Director – People Experience

    1 week ago

    Pasig, National Capital Region, Philippines iFIVE Global Full time ₱2,000,000 - ₱2,500,000 per year

    AtiFive Global, people are at the heart of everything we do. We're looking for aSenior Director for People Experience— a seasoned HR leader who will shape the full employee lifecycle and drive our mission of building an exceptional workplace.About the RoleThe Senior Director for People Experience will:Lead Talent Acquisition, HR Operations, Compensation &...

  • Director of Operations

    9 hours ago

    Pasig, National Capital Region, Philippines RSD Human Resource Management Consultancy Full time ₱2,400,000 - ₱3,000,000 per year

    Qualifications:Education :Graduate of Any 4 year courseExperience :12–15 years as Operations Manager, including 2–5 years in a seniormanagement role in BPO handling Sales or Customer Service accounts.Experience in Technical Support for multinational BPOs. Proven ability to set up and transition operations.Preffered:Six Sigma Certification is an...

  • Director of Operations

    1 week ago

    Pasig, National Capital Region, Philippines MED-METRIX INTERNATIONAL PH-I, INC. Full time ₱1,500,000 - ₱3,000,000 per year

    Job PurposeProvide leadership to RCM/AR Follow Up Managers and their teams, including supervision of staff, reviewing of processes, and providing recommendations for improvement of operations. Meet or exceed national AR KPI benchmarks and client specific KPI's. Maintain or exceed productivity and quality standards set for departments assigned. Understand and...

  • Marketing Director

    4 weeks ago

    Pasig, Philippines MCI Full time

    LOCATION Manila, PHJOB TYPE Full-TimePAY TYPES Salary + BonusBENEFITS & PERKS MANAGEMENT: Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, AdvancementAPPLICATION DETAILS No Resume Required, Phone InterviewPOSITION OVERVIEW MCI is a leading Business Process Outsourcing (BPO) company that specializes in...

  • Director of Training and Quality

    1 week ago

    Pasig, National Capital Region, Philippines Private Advertiser Full time ₱1,500,000 - ₱3,000,000 per year

    Position Overview:We are seeking a dynamic and experienced Sr. Director / Director of Training and Quality to lead the development and execution of training and quality programs across our Customer Service Representative (CSR) operations. This leader will play a critical role in elevating customer experience, improving operational efficiency, and ensuring...

  • Human Resources Director

    5 days ago

    Pasig, Philippines Alta Resources Corp. Full time

    Pasig City, 34th Floor, Wynsum Corporate Plaza, Pasig, National Capital Region, Philippines Overview Posted Thursday, October 2, 2025 at 4:00 PM Alta Resources is Hiring! Summary The Human Resources Director has an integral role in the growth plan of Alta Resources in the Philippines. This position serves as a strategic business partner for the Philippine...

  • Director of Client Services

    5 days ago

    Pasig, Philippines TaskUs Full time

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...