Call Center Operations Director

2 days ago

Manila, National Capital Region, Philippines Simera Full time

We are seeking a highly experienced
Call Center Operations Director
—ideally with previous Call Center Director experience—to lead and optimize our BPO operations in Manila. This is a hands-on leadership role responsible for managing all aspects of our call center teams and operational performance, with a focus on technical support (Level 1 and Level 2). The ideal candidate thrives in a metrics-driven environment and has a proven track record of improving efficiency, service quality, and customer satisfaction.

Key Responsibilities:

  • Lead, manage, and develop call center operations teams, including tech support Level 1 and 2 agents.
  • Organize daily workflows, ensure tickets and support requests are completed accurately and on time.
  • Monitor and analyze key performance metrics, including CSAT, NPS, Contacts Per Hour, First Call Resolution, and other operational KPIs.
  • Develop and implement strategies to improve team performance, efficiency, and service quality.
  • Provide coaching, mentoring, and training to call center staff to drive professional development and accountability.
  • Collaborate with other departments to streamline processes, escalate issues, and improve overall customer experience.
  • Prepare reports and dashboards to track team performance, highlight trends, and recommend operational improvements.
  • Ensure compliance with company policies, BPO standards, and regulatory requirements.

Qualifications:

  • Proven experience managing call center operations, preferably in a senior management or director-level role.
  • Strong background in technical support operations, including Level 1 and Level 2 teams.
  • Demonstrated ability to manage and improve KPIs such as CSAT, NPS, AHT, Contacts Per Hour, and First Call Resolution.
  • Excellent leadership, coaching, and people management skills.
  • Data-driven mindset with strong analytical and problem-solving abilities.
  • Experience with call center software, CRM systems, and reporting tools.
  • Exceptional organizational, communication, and interpersonal skills.
  • Flexible, results-oriented, and able to thrive in a fast-paced, metrics-driven environment.

Why Join Us:

This is an exciting opportunity to lead a high-performing call center team and directly impact operational excellence and customer satisfaction. You will have the autonomy to implement improvements, organize workflows, and drive performance across our tech support teams.

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