Operations Director

7 days ago


Angeles City, Central Luzon, Philippines MCI Full time
Job Overview

MCI is a leading provider of business process outsourcing solutions, delivering tailored services 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.

The Director of Operations plays a critical role in the management and development of supervisors and all other operational management associated with day-to-day contact center operations. This includes overseeing quality, production, and hours, as well as assisting with the implementation of strategic sales plans to ensure alignment with corporate objectives.

This role requires strong leadership skills, a high degree of initiative, sound judgment, and the ability to work closely with corporate leadership.

Key Responsibilities
  • Manage Sales Supervisors
  • Oversee quality, production, and hours
  • Assist with implementation of strategic sales plans
  • Manage metrics, performance criteria, policies, and procedures to continuously improve call center productivity
  • Direct sales forecasting activities and set performance goals and objectives accordingly
  • Review and provide guidelines and best practices for maintaining a 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, including producing 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


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