Director of BPO Operations: Strategy, CX & Growth (Cebu)

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

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.