Director of Operations and Client Experience

1 week ago

Cubao, National Capital Region, Philippines Likha Careers Full time
About the Job

As a key member of our client's management team, you will be responsible for overseeing the day-to-day operations of assigned client programs within company and client guidelines and policies. Your primary focus will be on managing and developing front-line supervisory staff who lead teams of call center agents providing services on behalf of the company's clients.

You will work closely with cross-functional teams to ensure alignment with company performance expectations and client Key Performance Indicators (KPIs). Additionally, you will analyze processes and develop valid solutions to resolve issues at hand, ensuring both client satisfaction and business objectives are met.

Key Responsibilities
  • Manage operational activities for assigned client program(s) in accordance with company and client guidelines and policies.
  • Develop and motivate front-line supervisory staff to achieve performance goals and drive business results.
  • Collaborate with cross-functional teams to ensure alignment with company performance expectations and client KPIs.
  • Analyze processes and develop effective solutions to resolve issues and improve operational efficiency.
Requirements

To be considered for this role, you should have:

  • A minimum of 5 years of experience as an Operations Manager, preferably in the BPO industry, particularly in US Banking Finance Services and Insurance.
  • Proven track record of successfully leading high-performing teams and driving business growth.
  • Strong knowledge of call center operations, including process improvement and change management.
  • Excellent leadership, communication, and interpersonal skills, with the ability to interact effectively with all levels of management and non-management personnel.
  • Ability to prioritize and organize work in a fast-paced, multi-tasked environment.
  • Proficient personal computer skills, including Microsoft Office, with excellent analytical and problem-solving abilities.
Compensation and Benefits

We offer a competitive salary package, estimated at P800,000 - P1,200,000 per annum, depending on experience, plus benefits that include:

  • Health, dental, and vision coverage/HSA
  • Paid Time Off (PTO)
  • Paid holidays and sick leave
  • Leadership development programs

Please note that salaries may vary based on individual qualifications and experience.

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