Senior Operations Director (Telco Vertical)

Position: Senior Director of Operations – Telco Vertical

About our client:
Our client is recognized as a global leader in the BPO industry, with key offices in the USA, Mexico, and the Philippines. Known for exceeding client expectations and consistently outperforming competitors, they serve top-tier customers across the globe. With over 10,000 employees and 24x7 operational centers, they have a strong, committed executive team and a company culture that perfectly balances client delivery and employee engagement. This supportive and growth-focused environment allows employees to excel and deliver an exceptional customer experience.

Work Model: Primarily office-based
Location: Quezon City or Laguna
Shift: Mostly Graveyard shift

Position Overview
Are you an experienced, strategic leader ready to drive transformation and growth in the BPO industry? As Senior Director of Operations, you’ll oversee and mentor a team of 3-4 Operations Directors, implementing strategies that enhance operational efficiency and customer satisfaction across multiple accounts. This role provides an opportunity to influence and shape the future of our call center operations at an executive level within a forward-thinking organization.

Join our team as we continue to set industry benchmarks in customer engagement. This role requires a proactive, high-level strategist to oversee call center operations and drive a culture of excellence. If you’re ready to make an impact within a dynamic, globally recognized company, we want to hear from you.

Core Responsibilities

• Develop and lead operational strategies across multiple call centers, ensuring alignment with client expectations and corporate goals.
• Mentor and support 3-4 Operations Directors by setting performance standards, driving accountability, and fostering professional growth.
• Implement advanced technologies by defining technical requirements and guiding systems integrations to enhance client interactions and streamline operations.
• Drive continuous improvement through rigorous performance monitoring, troubleshooting, and the implementation of quality assurance initiatives.
• Enhance customer engagement frameworks, including advanced voice response and network systems, ensuring seamless and effective user experiences.
• Optimize financial performance by managing budgets, controlling expenditures, and implementing strategic adjustments to achieve financial targets.
• Generate strategic performance insights through data analysis and reporting to guide decision-making and support business growth.
• Stay at the forefront of industry trends and innovations, integrating best practices to keep operations competitive and future-ready.

What We Look For

• Bachelor’s degree in any discipline (Master’s degree preferred).
• 5+ years of experience in senior-level operations leadership within the BPO industry, with a proven track record managing large-scale operations.
• Demonstrated expertise in leading multiple teams or units, with experience in overseeing 3-4 Directors and operations exceeding 1000 FTEs.
• Exceptional leadership, communication, and strategic thinking skills, with experience managing significant accounts and driving high performance.
• Strong problem-solving skills, adaptability to flexible work schedules, and a commitment to continuous improvement.
• Willingness to work in Quezon City, primarily in-office, with flexibility for shifting schedules.

This role is more than a job—it’s a chance to drive success in a global organization that values impact, growth, and innovation. Join us to help set new standards in customer service excellence and lead a team dedicated to achieving remarkable results.

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