Operations Director | Dayshift | Onsite

Role Overview:

As the Operations Director, Customer Contact Centres, you will be responsible for overseeing all aspects of our contact center operations in Manila, Philippines. You will lead a large team of :600 customer service representatives and support staff, ensuring operational excellence, efficiency, and a superior customer experience. This role reports directly to the General Manager Customer Contact Centres.

Key Responsibilities:

• Operational Leadership: Provide strategic direction and leadership to the contact center operations team to achieve business objectives and exceed performance metrics.
• Team Management: Manage and develop Operation Managers and supervisors, fostering a culture of high performance, continuous improvement, and employee engagement.
• Performance Management: Establish and monitor key performance indicators (KPIs) for the contact center, ensuring targets are met or exceeded consistently.
• Process Optimisation: Drive process improvement initiatives to enhance operational efficiency, streamline workflows, and optimize resource allocation.
• Customer Experience: Champion a customer-first mindset across the contact center, ensuring that all interactions are handled with professionalism, empathy, and effectiveness, ensuring key customer targets are met or exceeded
• Technology Utilisation: Leverage technologies and platforms to improve service delivery, enhance customer satisfaction, and enable effective reporting and analytics.
• Stakeholder Communication: Collaborate closely with other departments such as IT, HR, and Marketing to align contact center operations with overall business objectives.
• Budget Management: Manage the contact center budget effectively, ensuring optimal resource utilization and cost efficiency.
• Compliance: Ensure adherence to all relevant legal and regulatory requirements governing contact center operations.
  
  
  

Qualifications:

• Proven experience (10+ years) in a senior leadership role within a contact center environment, ideally in a fast-paced, customer-focused industry.
• Strong understanding of contact center operations, including technology, workforce management, and performance metrics.
• Demonstrated success in driving operational excellence and achieving KPI targets.
• Excellent leadership and people management skills, with the ability to motivate and inspire a diverse team.
• Strategic thinker with the ability to translate business goals into actionable plans.
• Outstanding communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
  
  
  

Additional Information:

• This position is based in Manila, Philippines and may require occasional travel to Melbourne Australia.
• Competitive salary and benefits package commensurate with experience.
• The company is a business outsourcer with a vision is to connect organizations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.