Director of Operations

Alorica Inc.; Metro Manila; On-site; PHP 1,800,000 - 3,600,000; Full time

Job summary

Alorica Inc. is seeking a Director of Operations to lead our BFSI call centre, driving operational excellence and delivering exceptional customer service across BFSI lines.

You will oversee day‑to‑day operations, meet SLAs and KPIs, and set strategic direction to boost productivity, quality and customer experience. The ideal candidate has 8+ years in a senior call centre or operations role, proven CSAT program experience, strong leadership and people management, sharp analytical skills, and

Qualifications

• 8+ years in a senior call centre or operations management role.
• Experience supporting CSAT-based programs, preferably in a B2C voice line.
• Strong leadership and people management skills.
• Analytical thinker with data-driven decision making.
• Deep knowledge of call centre ops: WFM, QA, CX management.
• Excellent communication and stakeholder management.

Responsibilities

• Oversee day-to-day operations of the BFSI call centre, meeting SLAs and KPIs.
• Develop and implement strategies to drive productivity, efficiency and quality.
• Analyse data and metrics to identify improvements and drive corrective actions.
• Coach and mentor a team of call centre managers and supervisors.
• Collaborate cross-functionally to resolve issues and enhance customer experience.
• Ensure compliance with industry regulations and internal policies.
• Identify and mitigate operational risks.
• Lead strategic planning and contribute to BFSI growth.

Skills

Leadership

People management

Data-driven decisions

Analytical skills

Call center operations

Stakeholder management

Communication

Job description

As Director of Operations, you'll lead our call centre serving the Banking, Financial Services, and Insurance (BFSI) vertical, driving operational excellence, optimising performance, and ensuring exceptional customer service across our BFSI business lines.

What you'll be doing

• Oversee and direct the day-to-day operations of the BFS call centre, ensuring service level agreements and key performance indicators are consistently met
• Develop and implement operational strategies to drive productivity, efficiency and quality across all BFSI teams
• Analyse data and metrics to identify areas for improvement and implement corrective actions
• Manage, coach and mentor a team of call centre managers and supervisors, fostering a culture of continuous learning and development
• Collaborate cross-functionally with other departments to resolve customer issues and enhance the overall customer experience
• Ensure compliance with all relevant industry regulations and internal policies
• Proactively identify and mitigate operational risks
• Lead strategic planning and contribute to the overall growth and success of the BFSI business

What we're looking for

• Must have experience supporting CSAT based program/account, preferably in a B2C environment and within a voice line of business or a similar setup
• Minimum of 8 years' experience in a senior call centre or operations management role
• Excellent leadership and people management skills, with the ability to motivate and develop high-performing teams
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions
• In-depth knowledge of call centre operations, including workforce management, quality assurance and customer experience management
• Exceptional communication and stakeholder management skills