Global Operations Director, Contact Center Excellence

Full Potential Solutions, Inc.; Davao City; On-site; PHP 1,500,000 - 3,200,000; Full time

Job summary

Full Potential Solutions, Inc. is seeking an experienced Operations Director to lead large-scale, multi-account contact center operations in Davao City. You will drive SLA/KPI achievement, client satisfaction, and profitability while mentoring senior managers and aligning with strategic objectives.

Strong expertise in workforce management, budgeting, and cross-functional leadership is required; readiness for night shifts and onsite work in Davao is essential.

Qualifications

• Bachelor’s degree in business, operations, or engineering; MBA preferred.
• 8–10 years in BPO/contact center operations with 3–5 years in senior leadership.
• Experience with budget allocation, margin optimization, and financial reporting.
• Multi-channel delivery experience handling 500+ headcount.
• Proficiency with contact center platforms and CRM tools; Six Sigma or PMP is a plus.
• Ability to analyze data and drive corrective actions quickly.
• Strong negotiation and executive relationship management skills.
• Able to work night shifts and onsite in Davao City.

Responsibilities

• Direct day-to-day operations across voice and non-voice lines.
• Lead SLA/KPI attainment, client satisfaction, and profitability.
• Manage WFM collaboration for forecasting and scheduling.
• Drive process improvements using Six Sigma, Lean, or agile frameworks.
• Represent the client relationship at executive reviews (WBR, MBR, QBR).
• Ensure compliance with SOWs, MSAs, and information security standards.
• Oversee operational P&L, labor costs, and expense controls.
• Mentor Operations Managers and build leadership pipelines.
• Partner with Talent, Training, and HR for account scaling.

Skills

Leadership

Strategic planning

Stakeholder management

Data-driven decision making

People development

Education

Bachelor’s degree in Business Administration/Operations Management/Industrial Engineering

MBA preferred

Tools

Genesys

NICE

Avaya

Talkdesk

Salesforce

Zendesk

Job description

Full Potential Solutions, Inc. is seeking an experienced Operations Director to lead large-scale, multi-account contact center operations in Davao City. You will drive SLA/KPI achievement, client satisfaction, and profitability while mentoring senior managers and aligning with strategic objectives.

Strong expertise in workforce management, budgeting, and cross-functional leadership is required; readiness for night shifts and onsite work in Davao is essential.