Operations Leadership Role

8 hours ago

Mabalacat, Central Luzon, Philippines beBeeLeadership Full time ₱1,500,000 - ₱2,000,000
Job Overview

The Operations Director plays a pivotal role in leading a team of Contact Center Leaders, providing strategic guidance, support, and career development to enhance their skills and performance.

Key Responsibilities:
  • Align directives from Contact Center leadership with business objectives.
  • Lead, coach, and develop Contact Center Leaders to optimize their potential.
  • Establish and prioritize goals to drive business growth and success.
  • Collaborate with HR, Training, Workforce, Finance, and Quality teams to achieve excellence.
  • Drive improvements in people, processes, and technology to streamline operations.
  • Ensure client, subscriber, and quality expectations are met through effective management.
  • Recognize and reward top performers for their outstanding contributions.
  • Manage projects, priorities, and budgets with exceptional organizational skills.
  • Maintain a strong floor presence and foster open communication with staff to build trust and morale.
Qualifications:
  • At least 2 years of college education or equivalent (82 units).
  • 5-8 years of contact center experience, with 2-3 years in a leadership role.
  • 1 year of operations management experience in a tech-sales environment.
  • Strong knowledge of contact center operations, metrics, and tools (ACD, workforce, quality systems).
  • Proficient in MS Office applications.
  • Proven success in setting vision, strategy, and culture, leading multi-level teams, driving results, and managing cross-functional collaboration.
  • Excellent communication, problem-solving, and decision-making skills.
  • Strong organizational skills; able to manage multiple priorities.
  • Demonstrated credibility, integrity, and ability to influence at all levels.

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