About Our Client

Our client is recognized as a global industry leader in the BPO space with key offices in the USA, Mexico, and the Philippines. They have numerous top-tier customers and a relentless focus on high quality, customer delivery, and satisfaction. They consistently outperform their competitors on key metrics across their client landscape. With an employee base of over 10,000 globally, 24x7 operations centers, and a strong committed executive team, this company grows from strength to strength, providing the ultimate customer experience. They have a fantastic culture which creates a perfect balance between client delivery and employee engagement to ensure that employees are happy and at their best to deliver.

Work Model: Primarily office-based

Location: Quezon City, Fairview or Sta Rosa, Laguna

Shift: Mostly graveyard shift

Position Overview

Are you a strategic leader with a passion for optimizing customer service operations? We are seeking a dynamic and experienced Operations Director to drive our success. In this pivotal role, you will shape our customer service strategy, enhance operational efficiency, and lead a dedicated team. If you’re ready to make a significant impact in a thriving industry, we want to hear from you. Join our dynamic team and be at the forefront of evolving customer service paradigms. We’re looking for a strategic thinker to drive our call center operations to new heights. You’ll play a pivotal role in shaping our call center strategies and enhancing our operational efficiencies. This is an opportunity to make a significant impact within a progressive organization dedicated to setting benchmarks in customer engagement and support.

Core Responsibilities

• Craft and implement operational strategies for our call center by conducting thorough needs assessments, performance evaluations, and cost/benefit analysis

• Lead the adoption of cutting-edge technologies by defining system requirements, establishing technical specifications, and setting performance standards to align with our strategic goals

• Enhance our customer interaction frameworks, including the development of voice response systems and networks, while ensuring a seamless user experience through meticulous planning and execution

• Continuously improve operations by monitoring performance, troubleshooting issues, and spearheading quality assurance and process optimization initiatives

• Drive human resource excellence through effective recruitment, training, and management practices, ensuring our team is motivated, skilled, and aligned with our organizational objectives

• Manage financial operations by budgeting accurately, controlling expenditures, and implementing corrective measures to meet our financial goals

• Generate insightful performance reports by collecting and analyzing data to guide strategic decision-making and operational adjustments

• Stay ahead of industry trends through continuous learning and networking, ensuring our operations reflect best practices and innovative solutions

What We Look For

• A bachelor’s degree in any discipline

• A minimum of 2–3 years of experience in a similar level of role, with a proven track record in the BPO industry

• Experience in managing significant accounts, demonstrating strong leadership and communication skills

• Ideally experience leading organizations of over 250 people

• Ability to swiftly resolve issues, adapt to flexible work schedules, and commit to continuous improvement

• Readiness to work in Quezon City and embrace shifting schedules

Why Join

This is not just another job; it’s a chance to make a difference in a role where your efforts are recognized and rewarded. Join us and contribute to setting new standards in customer service excellence.