Global Contact Center Operations Director

Full Potential BPO Inc.; Davao City; On-site; PHP 4,200,000 - 7,800,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Lucrative compensation program

Career growth opportunities

Job summary

Full Potential Solutions (FPS) in Davao City seeks an Operations Director to lead multi-account contact center operations, drive SLA/KPI excellence, and optimize client satisfaction with strong leadership and people management.

The role oversees Operations Managers and support functions, ensuring profitability, workforce planning, and continuous improvement while complying with security and regulatory standards. Night shift availability and onsite presence in Davao City are required.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or related field; Master's/MBA preferred.
• 8–10 years in BPO/Contact Center operations, with 3–5 years in Senior Ops Manager or Ops Director roles.
• Experience handling budget allocation, margin optimization, and financial reporting for large-scale operations.
• Multi-channel delivery experience (inbound/outbound voice, email, chat, back-office) with 500+ headcount.
• Proficiency with contact center platforms and CRM tools; strong WFM knowledge.
• Lean Six Sigma, COPC, or PMP certification is an advantage.
• Ability to analyze data, identify trends, and act quickly on corrective actions.
• Excellent communication and enterprise client relationship management skills.
• Willingness to work night shifts and onsite in Davao City.

Responsibilities

• Direct day-to-day operations across voice and non-voice lines of business.
• Ensure achievement of contractual operational KPIs (SL, AHT, FCR, CSAT, NPS).
• Collaborate with WFM to optimize forecasting, scheduling, and attrition.
• Drive process improvements using Six Sigma, Lean, or Agile methods.
• Lead client reviews (WBR, MBR, QBR) and deliver insights for value creation.
• Manage P&L, labor cost, and expense controls for assigned programs.
• Mentor Operations Managers and develop leadership pipelines.
• Ensure adherence to security standards (ISO 27001, PCI-DSS, GDPR, HIPAA).

Skills

Leadership

Budgeting

Stakeholder management

Communication

WFM knowledge

Education

Bachelor's degree in Business Administration/Operations Management

MBA or Master’s preferred

Tools

Genesys

NICE

Avaya

Talkdesk

Salesforce

Zendesk

Job description

Full Potential Solutions (FPS) in Davao City seeks an Operations Director to lead multi-account contact center operations, drive SLA/KPI excellence, and optimize client satisfaction with strong leadership and people management.

The role oversees Operations Managers and support functions, ensuring profitability, workforce planning, and continuous improvement while complying with security and regulatory standards. Night shift availability and onsite presence in Davao City are required.