Director of Operational Excellence

16 hours ago

Province of Palawan, Mimaropa, Philippines beBeeLeadership Full time ₱6,000,000 - ₱8,000,000
Job Title:

Operations Director


Job Description:

This position oversees a Medical Contact Center Operations team in a virtual setting, driving customer-centered service during periods of significant change. The director engages and motivates a diverse group to deliver high-quality service.


Duties & Responsibilities:
  • Leads a team of 8-10 Front Line Supervisors and Staff (total span of control 100+), across 24x7 service shifts.
  • Directs the overall service-related activities for the team's customer service function, supporting the company's customer experience and operations strategies.
  • Develops and executes people initiatives with Human Resources, including compensation planning, performance management, staffing, employee relations, recruitment, training, teaming, and employee development.
  • Interfaces with other service functions and business units accordingly.
  • Directs workforce management execution to optimize operational efficiencies without compromising the customer experience.
  • Executes technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests.
  • Anticipates customer needs and proactively develops solutions.
  • Solves unique and complex problems with broad impact on the business.

General Requirements:
  • Strong leadership skills, influencing organizational growth through strategic decision-making.
  • Experience leading an organization through changing business priorities.
  • Excellent verbal and written communication skills, demonstrated ability to research, problem solve, troubleshoot, lead, influence, and partner across a matrix organization.

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