Director of Contact Center Operations

7 days ago

Davao City, Philippines Private Advertiser Full time

Position Overview We are seeking a Director of Contact Center Operations and Site Leader for our capability delivery center in Davao City, Philippines . This role provides strategic and operational leadership for a large, multi-functional site, ensuring alignment with organizational goals and delivering exceptional performance across business, customer, and employee experience. Key Responsibilities Strategic Leadership & Business Alignment Translate enterprise objectives into actionable strategies for site operations. Drive performance through multiple management layers and senior professionals. Develop and execute site-level strategies focused on growth, efficiency, and innovation. Apply strong business acumen to optimize cost, revenue, and margin. Lead high-impact initiatives such as AI adoption, operational excellence, and workforce flexibility. Represent the site in executive and client engagements. Operational Excellence & Customer Focus Oversee productivity, compliance, and quality across all programs. Monitor and report performance metrics, ensuring targets are met or exceeded. Use data-driven insights to improve efficiency, forecast demand, and optimize resources. Champion initiatives that enhance customer experience and resolve pain points. Employee Experience & Culture Build a high-performing, engaged workforce through accountability and recognition. Partner with HR to strengthen onboarding, development, and retention strategies. Lead communication and engagement efforts to reinforce culture and brand. Drive change management and innovation during periods of transformation. Cross-Functional Collaboration Coordinate with HR, Finance, Technology, Workforce Management, Training, Facilities, and other support teams for seamless delivery. Influence and communicate effectively in a global, matrixed environment. Site Management & Governance Oversee site operations including facilities, compliance, and business continuity. Ensure adherence to regulatory standards and proactively manage risks. Act as escalation point for operational issues. Qualifications Bachelor’s degree in Business Administration, Management Engineering or related field (Master’s preferred). At least 15+ years in large-scale BPO/contact center operations (5,000+ FTEs), with 5+ years in senior leadership. Strong executive presence and ability to build relationships across enterprise levels. Deep understanding of the talent and business landscape in Davao and Southern Philippines (highly preferred). Highly proficient in understanding performance dashboards, data analytics, demand forecasting and predictive analysis Proficiency in MS Office, Power BI, Tableau, and enterprise reporting tools. Reporting: Reports to Senior Director of Contact Center OperationsLocation: Based in Davao City, but travel may be required from time to time #J-18808-Ljbffr

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