Site Director

1 week ago

Manila, National Capital Region, Philippines NTT Business Process Outsourcing Full time

With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It's our belief in possibility that drives us, but it's our people that make it happen. At NTT DATA, what you do matters.

A Career at NTT DATA Means:

  1. Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
  2. Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. We're committed to building a people-focused environment where you can shine, no matter who you are.
  3. Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
  4. Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

Position Overview:

The Site Director, Operations is responsible for managing the day-to-day operations of the contact center. This role involves overseeing the operating systems, including policies and procedures, organizational structure, and information flow. The Site Director will recommend and implement service standards to ensure consistent quality. Additionally, the Site Director is accountable for achieving annual objectives and meeting or exceeding the operational budget.

Position: Site Director, Operations

Reports to: VP, Global Operations

Position Status: Full-Time, Permanent

Hours of Work: 8-6 EST M-F, with flexibility as required

Location: On Site, Pasig, Philippines

Responsibilities:

  1. Oversees the implementation and continuous maintenance of programs within the contact center.
  2. Directs the development of service policies within the contact center, ensuring alignment with overall business strategies.
  3. Responsible for ensuring compliance with contractual service standards and developing and implementing efficiency initiatives to reduce sales costs and enhance service quality within the contact center.
  4. Assists in annual budgeting and ensures adherence to the contact center's budget.
  5. Oversees performance management, including training, developing, and evaluating the contact center management team.
  6. Ensures direct reports employ effective performance management strategies for supervisors and employees.
  7. Provides operational input for new business proposals in sales and client services.
  8. Networks and develops close working relationships within the organization.
  9. Manages resources effectively to meet service level objectives and contact center KPIs.
  10. Acts as a mentor and coach to Contact Center Operations Managers, modeling expected behaviors and facilitating innovative problem-solving.
  11. Establishes methodologies and processes to ensure timely, cost-effective, and high-quality delivery of complex cross-functional deliverables.
  12. Ensures continuous improvement by streamlining processes and utilizing appropriate operational tools.
  13. Proactively identifies and addresses issues affecting contact center morale.
  14. Makes timely and complex decisions supporting company policies and procedures, including staffing, hiring, and corrective actions.

Requirements:

  1. Extensive (10+ Years) experience managing contact center operations, demonstrating a proven track record of success in managing large teams and complex processes.
  2. A degree or diploma in Business Administration or a related field is required, providing a solid foundation in business principles and practices.
  3. Exceptional ability to organize, prioritize, and plan work activities efficiently, ensuring effective use of time and resources.
  4. Strong analytical abilities to assess situations, identify problems, and develop effective solutions.
  5. Flexibility and resilience in adapting to changing circumstances and new challenges in a fast-paced setting.
  6. Strong ability to build and maintain positive relationships with clients, colleagues, and stakeholders.
  7. Demonstrated capability in leading and managing diverse teams, both within and outside of direct reporting lines.
  8. Effective in encouraging and motivating team members to embrace and support new initiatives and changes.
  9. Deep understanding of financial principles, with the ability to balance quality and cost objectives to achieve optimal results.
  10. Committed to the growth and development of team members, providing guidance and support to help them succeed.
  11. In-depth understanding of industry standards, best practices, and emerging trends in contact center operations.
  12. Superior communication skills, including active listening, clear verbal communication, and effective written communication.
  13. Proven ability to lead and implement change initiatives, ensuring smooth transitions and successful outcomes.
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