Operations Director BPO

1 day ago


Taguig, National Capital Region, Philippines Carelon Global Solutions Philippines Full time

Carelon Global Solutions Philippines is seeking an experienced Operations Director BPO to lead our customer service operations. As a key member of our management team, you will be responsible for developing and implementing operational strategies to drive business growth and improve customer satisfaction.

Key Responsibilities:

  1. Design and implement process improvements to increase efficiency, reduce costs, and enhance customer experiences.
  2. Lead a team of customer service representatives, providing coaching, guidance, and performance feedback to ensure they meet or exceed their targets.
  3. Develop and manage budgets, forecasting revenue and expenses to ensure financial sustainability.
  4. Maintain accurate records of team performance, including metrics such as first call resolution, average handling time, and customer satisfaction ratings.
  5. Collaborate with cross-functional teams to identify and address operational issues, ensuring seamless delivery of services to customers.
  6. Stay up-to-date with industry trends and best practices, applying this knowledge to improve team performance and achieve business objectives.

Requirements:

  • At least 3-5 years of experience in a leadership role within the BPO industry.
  • Proven track record of delivering results-driven outcomes in a fast-paced environment.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, stakeholders, and clients.
  • Strong analytical and problem-solving skills, with the ability to analyze complex data and develop effective solutions.
  • Diploma in Business Administration or related field, preferably with relevant certifications (e.g., Six Sigma, Lean).

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