Operations Director

5 days ago

Taguig, National Capital Region, Philippines Welsend Global Services Full time

Welsend Global Services is seeking an experienced Operations Director to oversee the management of our call center operations. This role will be responsible for developing and implementing key performance metrics, managing outsourcing, and developing team leaders.

Operational Strategy And Planning
  1. This position will contribute positively and effectively to a new BPO, supervising agents, supervisors, and team leaders in day-to-day operations in accordance with organizational policies and applicable legal requirements.
  2. The ideal candidate will continuously develop, implement, and review operational strategies, evaluate state-of-the-art technologies, and establish systems, policies, and procedures to improve efficiency, reduce errors, and enhance productivity.
  3. Key responsibilities include providing subject matter expertise in handling escalated calls and complaints, implementing best practices in the process, and developing and maintaining effective processes for recruiting, onboarding, training, scheduling, mentoring, coaching, performance standards, and rewards and recognition for people and leadership development.
Client-Centric Approach
  1. The successful candidate will participate in the development and presentation of business development proposals, provide excellent customer service, assess client needs through Key Performance Indicators (KPIs), ensure customer satisfaction, and report on performance related to customer accounts.
  2. They will balance the needs of key stakeholders, ensuring teams are aware of business objectives, implement and oversee the quality of deliverables, and effectively manage team relationships to ensure exceptional performance.
  3. Maintaining data privacy and protecting customer information is essential in this role.
People And Leadership Development
  1. As an Operations Director, you will coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques.
  2. You will conduct regular performance reviews and one-on-one meetings with direct reports to evaluate performance against KPIs, provide regular feedback to the Director, Chief Operating Officer, and other members of the management team regarding current operational performance.
  3. Escalating issues appropriately and in real-time, including but not limited to financial, performance, and human resources issues, is crucial in this role.
  4. Compliance with all company and business policies, procedures, and regulations relating to job duties by following the 'lead by example' rule is essential.

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