BPO Operations Director

4 weeks ago


Philippines WIZ.AI Full time

Position Overview:

We are seeking an experienced BPO Operations Director with a background in Food & Beverage (F&B) industry operations to lead our operational activities. The ideal candidate will have a strong track record of managing and optimizing BPO operations (Call Centre Environment) while possessing deep knowledge and understanding of F&B processes and requirements. This role requires a strategic thinker who can drive operational efficiency, ensure quality service delivery, and foster a culture of continuous improvement.

Key Responsibilities:

  1. Strategic Planning: Develop and implement strategic plans to optimize BPO operations, aligning with company goals and client objectives.
  2. Operational Leadership: Lead and oversee all operational activities, including client management, process improvement initiatives, and resource allocation.
  3. Client Relationship Management: Build and maintain strong relationships with clients, understanding their business needs and ensuring high levels of client satisfaction.
  4. Process Improvement: Identify opportunities for process optimization and efficiency gains, implementing best practices and driving continuous improvement initiatives.
  5. Performance Management: Establish performance metrics and KPIs to measure and monitor operational performance, ensuring targets are met or exceeded.
  6. Team Development: Mentor, coach, and develop team members to enhance their skills and capabilities, fostering a culture of growth and development.
  7. Compliance and Quality Assurance: Ensure compliance with industry regulations and standards, as well as adherence to quality assurance processes and procedures.
  8. Budget Management: Develop and manage operational budgets, monitoring expenses and identifying cost-saving opportunities without compromising service quality.
  9. Risk Management: Identify and mitigate operational risks, implementing appropriate risk management strategies and protocols.
  10. Collaboration: Collaborate effectively with cross-functional teams, including sales, IT, HR, and finance, to achieve business objectives and drive operational excellence.

Qualifications:

  • Minimum of 8-10 years of experience in BPO operations management
  • Proven track record of success in leading and managing operational teams, delivering exceptional results in a fast-paced environment.
  • Excellent leadership and communication skills, with the ability to influence and collaborate at all levels of the organization.
  • Strategic thinker with the ability to translate business goals into actionable plans and initiatives.
  • Ability to thrive in a dynamic and rapidly changing environment.


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