Operations Director: Call Center Leadership & Growth

SAGILITY PHILIPPINES B.V. BRANCH OFFICE; Pavia; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

SAGILITY PHILIPPINES B.V. BRANCH OFFICE is seeking an Operations Director to manage site culture, operations and performance across the Call Center and support staff.

This hands-on leader will guide P&L, continuous improvement initiatives, and multi-site coordination to optimize service delivery and client satisfaction. The role requires a college degree in Management, Marketing, Psychology or Life Science, 8+ years in customer service, and at least 5 years managerial experience, with proven

Qualifications

• 8+ years in customer service leadership with a track record of improving operations.
• 5+ years managerial experience leading multi-site teams.
• Strong communication, conflict resolution and stakeholder management skills.

Responsibilities

• Monitor performance metrics across call center operations and service levels.
• Collaborate with Operations Managers to implement client and in-house policies.
• Lead and develop staff to improve productivity and customer satisfaction.
• Prepare and present weekly performance reviews to senior management.
• Oversee budgeting, cost control and financial planning for the site.
• Ensure HIPAA/privacy compliance and data security across operations.

Skills

Interpersonal skills

Problem solving

Verbal communication

Written communication

Conflict resolution

Tech proficiency

Process improvement

Team leadership

Mentoring & coaching

KPI/metrics management

Financial acumen

Budgeting

Education

College degree in Management, Marketing, Psychology or Life Science

Job description

SAGILITY PHILIPPINES B.V. BRANCH OFFICE is seeking an Operations Director to manage site culture, operations and performance across the Call Center and support staff.

This hands-on leader will guide P&L, continuous improvement initiatives, and multi-site coordination to optimize service delivery and client satisfaction. The role requires a college degree in Management, Marketing, Psychology or Life Science, 8+ years in customer service, and at least 5 years managerial experience, with proven