Business Process Operations Director

19 hours ago


Angeles City, Central Luzon, Philippines MCI Full time

Overview: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

The Role: We are seeking an experienced Director who will be responsible for the management and development of supervisors and all other operational management associated with day-to-day contact center operations. The ideal candidate will possess exceptional interpersonal & communication skills, strong supervisory experience including staff development, and a working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.

Key Responsibilities:

  • Manage Sales Supervisors
  • Oversee quality, production, and hours
  • Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives
  • Manage metrics, performance criteria, policies, and procedures to continuously improve call center productivity
  • Direct sales forecasting activities and set performance goals and objectives accordingly
  • Review and provide guidelines and best practices for maintaining a competitive edge
  • Analyze and respond to changing market conditions, including competitive benchmarking
  • Analyze trends, producing statistical reports on individual performance and sales trends
  • Provide team motivation and development to maximize sales opportunities
  • Responsible for the overall performance and productivity of Supervisors
  • Responsible for weekly payroll review and submission to ensure correct entries
  • Manage all building maintenance
  • Responsible for the physical security of the building
  • Other duties and responsibilities as assigned


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