Global Customer Ops Director – SLA & KPI Leader

Hammerjack Pty Ltd

Philippines

On-site

PHP 4,000,000 - 6,000,000

Full time

3 days ago

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Job summary

Hammerjack Pty Ltd is seeking an Operations Director to oversee offshore customer services operations for multiple clients in a high-volume call center environment. The role guides service delivery, migration and implementation efforts, ensuring SLA compliance and health of client accounts.

You will manage global product support teams, drive KPI-based performance, and coordinate with HR, sales, and project teams to optimize processes across on-shore and off-shore staff, located in Quezon City

Qualifications

10+ years in the call center industry directing large-scale programs.
Experience with retail/e-commerce programs of at least 600 headcount.
Experience in multi-site management.
Experience managing multiple LOBs with different KPIs.
Proven track record delivering KPI management goals.
Experience implementing engagement activities and programs.
On-site in Quezon City.

Responsibilities

Manage technology delivery for client operations, including day-to-day operations, enhancements, and project support.
Ensure organizational structure and staffing aligns with objectives while meeting budgets.
Develop, implement and coordinate customer support programs and SOPs to drive efficiency.
Manage escalated issues and collaborate with other leaders to expedite resolution.
Accountable for KPIs, metrics and management reporting.
Oversee global product support teams including on-shore and off-shore staff.
Maintain understanding of client's technologies and strategic direction to apply to support processes.
Collaborate with internal teams to integrate communication, tech, people and processes with client counterparts.