Director, Service Delivery

11 hours ago

San Fernando, Central Luzon, Philippines SupportNinja Full time
Overview

Work Set-Up: Onsite at The Hideout in Clark, Pampanga

The Director, Service Delivery is responsible for organizing and overseeing the daily operations. The role is responsible also for ensuring that the business is well-coordinated and productive by directing its procedures and improvements for higher efficiency and profitability. The goal for this position is to safeguard and augment the efficiency of the company's operations to facilitate accelerating development and long-term success.

What does a day in the life of a Director, Service Delivery look like?
  • Proven experience in direct client experience and delivery leadership, with focus on driving increased customer value and retention
  • Develop systems to consistently meet and exceed financial (gross margin, revenue retention) and client metrics
  • Liaises with the Executive team to make decisions for operational activities and set strategic goals for the onsite operations teams
  • Plans and monitors the day-to-day running of the business to ensure smooth progress in the onsite operations
  • Directs Senior Managers, Service Delivery and Managers, Service Delivery on planning and execution and provide constructive feedback for continuous personal development
  • Evaluates regularly the efficiency of business procedures in the onsite operations according to organizational objectives and apply improvements; Implements, manages, and evaluates operation processes and procedures, in accordance with the standards and procedures set out by the organization
  • Develops strategies and implementation plans to improve and standardize all aspects of onsite operations
  • Oversees onsite customer support processes and directs its organization to enhance customer satisfaction
  • Keep up to date with industry trends and identifying areas of opportunity to drive improvements, as well as maintaining all content moderation guidelines, reference documents, and training materials
  • Works with leadership to set team and individual KPIs and provide regular, actionable feedback for onsite operations
  • Revise and/or formulate policies and promote the implementations for onsite work setup
  • Reviews financial information and adjusts operational budgets to promote profitability
  • Performs other duties as assigned
Qualifications
  • Director of Operations in a call center environment is required
  • More than 5 years experience as a Director of Operations in a contact center/outsourcing; 10+ years experience in the Operations
  • An assertive character that can work independently, yet function in a team environment
  • Excellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational skills
  • Ability to direct and manage in a fast-paced, rapidly changing environment while managing multiple priorities
  • Ability to manage a diverse workforce
  • Experience in managing both internal (in-house) and external (remote - work from home) operations from a strategic perspective is preferred
  • Strong commercial understanding and previous accountability for profit targets

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