Global Operations Leader

2 days ago

Pasay, National Capital Region, Philippines beBeeDirector Full time ₱900,000 - ₱1,200,000
Job Title: Director of Global Operations">

This leadership role oversees the management of large-scale contact center operations, driving operational excellence and strategic project execution.

">Responsibilities:">
  • Lead a team of contact center managers and frontline associates to deliver world-class customer service.">
  • Oversee day-to-day operations, ensuring service level adherence and performance against key metrics such as handle time, overtime, and customer satisfaction.">
  • Partner with workforce planning teams to ensure 24/7 support coverage and optimal resource allocation.">
  • Implement emergency procedures and direct work when emergency situations arise.">
">Key Performance Indicators:">
  • Service level adherence.">
  • Budget compliance.">
  • Performance against key metrics.">
">Requirements:">
  • 12-15+ years in customer service/contact center operations, with at least 5 years in a leadership role managing large global teams.">
  • Proven track record in transformation leadership, project management (PMP, Agile, Six Sigma), and strategic execution.">
  • Experience in financial services, digital customer care technologies (chat, social media, WhatsApp), and self-service tools.">
  • Strong analytical, strategic thinking, and decision-making capabilities.">
  • Exceptional communication, presentation, and stakeholder management skills.">
">Benefits:">
  • Opportunity to lead cross-functional teams and influence in a matrixed organization.">
  • Ability to travel when needed.">

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