CX Director Operations - BGC - Onsite

iOPEX Technologies Philippines Inc.; Taguig; On-site; PHP 1,500,000 - 2,500,000; Full time

Job summary

A leading digital service provider in Taguig is seeking an experienced CX Associate Director to manage operations and enhance client relations. The role entails overseeing daily operations, budgeting, and developing strategies for growth. Ideal candidates will possess a strong background in leadership within a call center environment.

Qualifications

• Five years senior leadership experience preferably in a call center environment.
• Proven experience as an Operations Director or equivalent position.
• Outstanding communication and people management skills.

Responsibilities

• Oversee operations to support growth and enhance profitability.
• Develop annual program plans and objectives to meet organizational goals.
• Ensure effective management of client relations and performance tracking.

Skills

Leadership

Communication

Organizational skills

Education

Bachelor’s degree in related field

Tools

MS Office

ERP software

CRM software

Job description

iOPEX Technologies Philippines Inc. is a digital service provider based in Taguig, offering optimized Digital Engineering, Operations, and Studio Services. The company takes pride in challenging boundaries to create new products and solutions for traditional and new-age businesses. iOPEX is customer-centric, delivers beyond promises, and boasts a marquee list of Fortune 500 clients. The company's world-class service delivery is enabled by a highly skilled team and robust IT infrastructure.

Role Description

This is a full-time on-site role for an CX Associate Director or Director of Operations at iOPEX Technologies Philippines Inc. located in Taguig. The Associate Director Operations will be responsible for day-to-day operations management, team management, budgeting, and ensuring exceptional customer service.

RESPONSIBILITIES:

• Will oversee operations to support growth and add to the bottom line of the organization
• Will provide management and oversee all aspects of the business within the site
• Develop annual program plans and goals including objectives, strategies, and specific targets.
• To maintain profit margins and develop internal control systems to ensure accountability
• Will closely monitor revenue margins, develop guidelines for personnel evaluations, staff advancement and redeployment
• Review financial information and adjust operational budgets to promote profitability.
• Manage the budget allocated for given region, distributing resources to where they are needed.
• Oversees and ensures that the operations' business continuity and recovery requirements are met through regular review of business-related reports and initiatives
• Manages client relations by providing reporting services to client representatives regarding operational performance
• Review staff performance, provide training, and determine additional staffing needs in region.
• Report business activities in region to superiors and make recommendations for improvements
• Regularly evaluate the efficiency of business procedures according to organizational objectives and apply improvements.
• Develop, manage, and motivate a strong, effective management team.
• Align staff and all other resources to achieve programmatic objectives efficiently and effectively.
• Support development of program policies, rules, protocols, handbooks, and forms for all program components.
• Revise and formulate policies and promote their implementation.
• Maintain a culture of performance management and continuous improvement, helping staff focus on both their individual clients as well as the site and agency’s overall goals.
• Monitor client databases and other performance tracking tools
• Ensures an effective, responsive relationship of Operations Team and Clients may it be internal or external; both collaborative in nature and strong in character to implement change
• Coordinates closely with other division/department heads to ensure efficient and effective implementation of all administrative and Operations services.
• Upgrade personal knowledge of call center technology and make improvement recommendations.

REQUIREMENTS:

• Bachelor’s degree in related field and five years senior leadership experience preferably in a call center environment
• Proven experience as a Ops Director or equivalent position
• Excellent organizational and leadership abilities
• Outstanding communication and people management skills
• Knowledge of industry’s legal rules and guidelines
• Have clear understanding about operational excellence
• Working knowledge of data analysis and performance/operation metrics
• Familiarity with MS Office and various business software (e.g. ERP, CRM)
• Will to work Onsite in BGC.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

• Industries

  Information Technology and Services

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