Sr. Operations Director

19 hours ago

Manila, National Capital Region, Philippines ManpowerGroup Full time $40,000 - $80,000 per year

Position Purpose:Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing all Account/Program Leads. Essential Functions and Responsibilities:Monitor and manage all Account / Program leads to ensure targets and objectives are met. Determine call center operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identify and evaluate technologies; define user requirements; establish technical specifications and standards; contribute to organizational strategic plans.

Develop call center systems, including customer interaction and voice response systems, voice networks, user interfaces; develop and execute user acceptance test plans; plan and control implementations. Maintain and improve call center operations by monitoring system performance, resolving problems, preparing action plans, conducting audits, managing system and process improvements, and installing upgrades. Achieve HR objectives by recruiting, training, coaching, counseling, disciplining employees; managing scheduling, communicating expectations, appraising contributions, reviewing compensation, and enforcing policies.

Meet financial objectives by estimating requirements, preparing budgets, scheduling expenditures, analyzing variances, and initiating corrective actions. Prepare performance reports by analyzing data and trends. Maintain equipment through evaluation, installation, preventive maintenance, repairs, and upgrades.

Stay updated on emerging trends in call center management by attending workshops, reviewing publications, networking, benchmarking, and participating in professional societies. Contribute to organizational goals by taking ownership of new requests and exploring opportunities to add value. Minimum Job Requirements (Education, Experience, Skills):Candidate must have completed at least 2 years in college, any field.

At least 2 to 3 years of Sr. Director experience in the BPO industry. Willingness to work onsite.

Experience handling multiple Telco programs is preferred.

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