Operations Director

2 days ago

Metro Manila, Philippines Private Advertiser Full-time ₱2 - ₱4/year

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Manage all aspects of technology delivery in support of a client for the complete landscape including day to day operations, application enhancements and project support.
Ensure that organizational structure and staffing plans are adequate to attain organizational objectives while maintaining budget requirements.
Responsible for the development, implementation and coordination of customer support programs and standard operating procedures to drive efficiency and effectiveness of support operations.
Management of escalated issues and collaboration with other department leaders, as necessary, to expedite resolution.
Accountable for the development and achievement of organizational KPIs, Metrics and management reporting.
Management of a global product support teams that may include both on-shore and off-shore employees and/or contractors.
Maintain an understanding client’s technologies and strategic direction and apply that knowledge to the customer support process.
Collaborates with other internal teams to integrate communication, technology, people and process with client counterparts.

Combined 10 years of experience in the Call Center Industry (Operations and Client Services), directing large scale programs with multiple lines of business.
Must have experience handling a Retail/e-commerce program with minimum of 600 HC.
Multi-site management is a plus.
Must have experience managing multiple LOBs with different KPIs.
With proven track record and expertise in providing solutions and projects focused in delivering KPI management goals.
Has implemented effective Engagement activities and programs
Amenable to work on site in Quezon City

Strong knowledge of various CRM tools
Strong knowledge of QA and WFM related tools
Strong knowledge of Microsoft Office Skills
Significant relevant experience in client relationship management
Strong communication skills and excellent presentation skills
Effective organizational skills and time management skills
Demonstrated ability to migrate highly complex customer service functions to an offshore model while maintaining quality of delivery.
Ability to come up with sound and accurate decisions in any given circumstance
Ability to exhibit professionalism
Demonstrated ability to communicate effectively with internal and external associates
Ability to drive performance on a site wide scale by consistently meeting KPIs
Ability to work on a graveyard schedule