Director, Customer Care & Operations Strategy

Qualfon; Cebu City; On-site; PHP 1,500,000 - 2,700,000; Full time

Job summary

Qualfon in Cebu City seeks an accomplished Operations Leader to evolve client care leadership and drive performance across customer care initiatives. You will align business targets, user experiences, tools, and capability-building to support growth and profitability.

The role requires executive communication with clients, cross-functional collaboration with product and engineering, and a focus on building data-driven insights and scalable processes.

Qualifications

• A minimum of a Bachelor's degree is preferred or equivalent work experience.
• Six Sigma certification(s) strongly preferred.
• 10+ years of sales, customer care, call center operations, and/or consulting experience are required.
• 15+ years of experience in BPO/customer service/call-center preferred.

Responsibilities

• Manage accounts at the operational level, ensuring client metrics are achieved.
• Develop and execute strategies to drive SLAs and KPIs.
• Establish and evolve reporting on SLAs, KPIs, and insights for leadership and clients.
• Manage the account cost structure, drive profitability, and achieve financial results.
• Oversee vendor relationships and SaaS tools on the account.
• Evaluate systems and implement redesigns to improve KPIs and efficiency.
• Set clear goals for customer service teams and track progress daily to monthly.
• Lead deployment of technology to improve customer experience and efficiency.

Skills

Leadership

Strategic thinking

Process improvement

CRM tools

Vendor management

Education

Bachelor's degree

Six Sigma certification

Tools

CRM systems

Cloud-based telephony

Call center software

Job description

Qualfon in Cebu City seeks an accomplished Operations Leader to evolve client care leadership and drive performance across customer care initiatives. You will align business targets, user experiences, tools, and capability-building to support growth and profitability.

The role requires executive communication with clients, cross-functional collaboration with product and engineering, and a focus on building data-driven insights and scalable processes.