Program Director of Operations

4 days ago

Ayala Alabang, National Capital Region, Philippines Coforge Full time ₱2,000,000 - ₱2,500,000 per year

Job Title:
Program Director of Operations (BPO - Insurance / Travel Vertical)

Skills:
Strategic planning and execution of business operations

Experience:
Overall work experience of 8-10 years with at least 2 experience in a Director or equivalent role with background in BFSI/Customer Service Program in a BPO setting; should have handled a team of 500 to 1000 agents; hardcore operations experience is a must; experience managing accounts with CSAT/NPS/AHT

Location:
Alabang, Muntinlupa

We at Coforge are hiring a Director of Operations with the following skillset

  • Understands and takes action on NPS, AHT, and other critical metric for the vertical.
  • Non-life insurance operations experience in specified or comparable area preferred.
  • Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management.
  • Utilizes a high degree of independence and problem solving.
  • Assists in formulating and implementing changes in policies and procedures that impact not only the collection department but other areas within the organization as well.
  • Strong customer service orientation.
  • Excellent verbal and written communication skills.
  • Must be an expert in call center functions, processes and procedures and systems.
  • Strong staff development skills and leadership ability.
  • Ability to lead a high-performance customer focused team.
  • Strong analytical skills, and decisive decision-making skills.
  • Ability to multi-task and be flexible.
  • Excellent organization and project management skills.

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