BPO Operations Director

Overview

Location: Angeles City, PH

JOB TYPE: Full-Time

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are seeking a BPO Operations Director to join our team. The Director is responsible for the management and development of supervisors and all other operational management associated with day-to-day contact center operations. Operationally, the Associate Director is responsible for the development and implementation of all operational strategy that ensures performance, culture and overarching contact center controls and processes are aligned with corporate and client objectives. This role works closely with corporate leadership and requires a high degree of initiative, sound judgment and leadership. The ideal candidate will share and understand the high growth objectives of Mass Markets and possess leadership, creative thinking, and dedication to people. The ability to professionally represent Mass Markets internally and client-facing is a must. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

• Manage Sales Supervisors
• Oversee quality, production, and hours
• Assist with implementation of strategic sales plans, ensuring alignment with corporate objectives
• Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
• Directs sales forecasting activities and sets performance goals and objectives accordingly
• Review and provide guidelines and best practices for maintaining competitive edge
• Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
• Analyze and respond to changing market conditions, including competitive benchmarking
• Analyze trends and produce statistical reports on individual performance and sales trends
• Provide team motivation and development to maximize sales opportunities
• Responsible for the overall performance and productivity of Supervisors
• Responsible for weekly payroll review and submission to ensure correct entries
• Building management of all building maintenance
• Responsible for the physical security of the building
• Other duties and responsibilities as assigned

Candidate Qualifications

• Associate's degree and/or relevant work experience
• Exceptional interpersonal and communication skills
• Strong supervisory experience including staff development
• Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
• Demonstrated ability to drive sales through the actions of others
• Understanding of call center tools and technology used to manage KPIs and SLAs
• Effective conflict resolution skills (customer and agent)
• Time management, planning, organizational and multi-tasking skills
• Ability to learn new products and systems
• Ability to work in a professional fast-paced environment

Conditions of Employment

• All MCI Locations: Must be authorized to work in the country where the job is based.
• Subject to background and/or security investigations (Level II) with fingerprint. Offers contingent on results.
• Must be willing to submit to drug screening. Offers contingent on results.

Compensation & Benefits

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, with various benefits and incentives to support and reward our team members.

What You Can Expect From MCI

We offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• HMO Coverage plus a dependent (Rank & File: ₱100,000; Supervisors/Managers: ₱120,000)
• Dental Coverage with in-house dental assistance valued at ₱5,000
• Free meals during training
• Career growth and learning
• Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses
• Frequent disinfection and fogging of workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Social opportunities and networking
• Plus additional in-office rewards, raffles, recognition gifts, and treats

Diversity and Equality

We embrace differences and are committed to a diverse and equal opportunity work environment. All aspects of employment are based on merit and qualifications. We do not discriminate on age, ancestry, color, gender identity, genetic information, national origin, disability, or other protected characteristics. Qualified applicants with criminal histories will be considered in accordance with local and federal requirements. MCI will provide reasonable accommodation where required by law.

About MCI

MCI helps customers take on CX and DX challenges, delivering industry-leading solutions across BPO, staffing, and IT services. The company operates multiple brands and serves a broad client base globally.

Disclaimer

The purpose of this job description is to provide a general overview. It is not an all-inclusive list of duties, responsibilities, and qualifications. The employer reserves the right to revise this description at any time. This description is not a contract of employment, and either party may terminate employment at any time.

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