Director of BPO Operations

WHR Global Consulting; Cebu City; On-site; PHP 2,000,000 - 3,000,000; Full time

Job summary

WHR Global Consulting in Cebu City leads our US-focused BPO operations, seeking an experienced director to drive strategic and operational excellence. You will guide senior teams, optimize service delivery, and strengthen client partnerships to improve efficiency and profitability.

Reporting to executive leadership, you will shape operational strategies, manage budgets, and ensure high standards of customer satisfaction and performance across the organization.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Extensive experience managing customer service or BPO Operations teams.
• Senior operational leadership, strategic management, and client relationship management.
• Budget management, cost optimization, and business profitability.
• Interpreting MI and BI reports to develop actionable strategies.
• Regulatory compliance, operational risk management, and quality-led service delivery.
• Leadership, communication, negotiation, and stakeholder management skills.
• Influence senior stakeholders, drive organizational change, and deliver sustainable business improvements.
• Analytical, problem-solving, and strategic decision-making capabilities.

Responsibilities

• Lead and develop senior operational management teams, establishing clear performance expectations, accountability, and measurable business objectives.
• Drive operational strategies and continuous improvement initiatives to enhance service quality, productivity, and efficiency.
• Ensure consistent delivery of operational KPIs, SLAs, quality standards, and customer service objectives.
• Identify opportunities to optimize processes, reduce operational costs, and improve overall service performance.
• Manage budgets and financial performance of the business unit.
• Partner with Client Relations and commercial stakeholders to strengthen existing accounts, identify growth opportunities, and expand revenue streams.
• Champion customer experience initiatives to improve customer satisfaction, NPS, CSAT, and First Call Resolution.
• Leverage MI and BI insights to drive service improvements.
• Develop and coach operational leaders to build high-performing teams.
• Promote culture of accountability, collaboration, and continuous improvement.
• </br>Identify regulatory risks and ensure adherence to compliance standards.
• Collaborate with Finance, Commercial, Client Relations to align strategies with objectives.

Skills

Senior leadership

Client relationship management

KPIs & SLAs

Budget & cost control

MI/BI interpretation

Compliance & risk

Leadership communication

Stakeholder influence

Analytical thinking

Education

Bachelor's degree in Business Administration/Management

Job description

We are inviting experienced BPO leaders to take on a strategic leadership role as Director of BPO Operations, driving operational excellence, customer experience, and business performance within a dynamic US-focused environment.

This position will lead and develop senior operational teams, optimize service delivery, strengthen client relationships, and drive initiatives that improve efficiency, customer satisfaction, and profitability.

Working closely with executive leadership and cross-functional stakeholders, the Director will play a key role in shaping operational strategies, delivering business objectives, and building a high-performing organization.

Key Responsibilities

Strategic & Operational Leadership

• Lead and develop senior operational management teams, establishing clear performance expectations, accountability, and measurable business objectives.
• Drive operational strategies and continuous improvement initiatives to enhance service quality, productivity, and efficiency.
• Ensure consistent delivery of operational KPIs, SLAs, quality standards, and customer service objectives.
• Identify opportunities to optimize processes, reduce operational costs, and improve overall service performance.

Financial & Business Performance

• Manage Business Unit or Profit/Cost Centre budgets, ensuring effective cost control and financial performance.
• Drive initiatives to improve operational efficiency, reduce cost-to-serve, and maximize profitability.
• Partner with Client Relations and commercial stakeholders to strengthen existing accounts, identify growth opportunities, and expand revenue streams.

Customer Experience & Client Partnership

• Champion customer experience initiatives to improve customer satisfaction, NPS, CSAT, and First Call Resolution.
• Leverage customer insights, management information, and root cause analytics to identify service improvements.
• Represent the voice of the customer across the organization, translating feedback into actionable business strategies.
• Build strong relationships with clients and internal stakeholders to drive service improvements and business growth.

People & Organizational Development

• Develop, coach, and empower operational leaders to build high-performing and engaged teams.
• Establish effective performance management, leadership development, and succession planning practices.
• Promote a culture of accountability, collaboration, continuous improvement, and customer-centricity.

Governance & Compliance

• Ensure adherence to regulatory requirements, contractual obligations, and operational compliance standards.
• Identify and mitigate operational risks while maintaining quality, consistency, and effective governance.
• Collaborate with Finance, Commercial, Client Relations, and other business stakeholders to align operational strategies with business objectives.

Qualifications & Experience

• Bachelor's degree in Business Administration, Management, or a related field.
• Extensive experience managing customer service or BPO Operations teams.
• Proven experience in senior operational leadership, strategic management, and client relationship management.
• Strong background in managing operational KPIs, SLAs, customer satisfaction metrics, and performance improvement initiatives.
• Demonstrated experience in budget management, cost optimization, and business profitability.
• Ability to interpret Management Information (MI) and Business Intelligence (BI) reports to develop actionable strategies.
• Strong understanding of regulatory compliance, operational risk management, and quality-led service delivery.
• Excellent leadership, communication, negotiation, and stakeholder management skills.
• Proven ability to influence senior stakeholders, drive organizational change, and deliver sustainable business improvements.
• Strong analytical, problem-solving, and strategic decision-making capabilities.

Why Consider This Opportunity?

• Strategic leadership position with significant influence over operational performance and business direction.
• Opportunity to drive customer experience improvements and operational transformation.
• Exposure to senior leadership, strategic client partnerships, and business growth initiatives.
• Competitive and negotiable compensation package.
• Opportunity to lead and develop high-performing operational teams in Cebu.