Operations Director (Retail Program)

Private Advertiser; Metro Manila; On-site; PHP 2,000,000 - 4,000,000; Full time

Job summary

Private Advertiser is seeking a senior operations leader to manage technology delivery for a major client, overseeing day-to-day operations, enhancements and project support in a high-volume call center environment.

The role focuses on staffing, budget alignment, and the development of customer support programs and SOPs to drive efficiency. Experience with offshore models and KPI-driven performance is essential.

Qualifications

• 10 years in Call Center Industry directing large scale programs with multiple lines of business.
• Experience handling a Retail/e-commerce program with minimum of 600 headcount.
• Multi-site management is a plus.
• Experience managing multiple LOBs with different KPIs.
• Track record delivering KPI management goals.
• Experience implementing Engagement activities and programs.
• On-site availability in Quezon City.

Responsibilities

• Manage all aspects of technology delivery in support of a client across operations, enhancements and project support.
• Ensure staffing plans align with objectives while maintaining budget.
• Develop and coordinate customer support programs and SOPs for efficiency and effectiveness.
• Manage escalated issues and collaborate with department leaders to expedite resolutions.
• Accountable for KPIs, metrics and management reporting.
• Lead global product support teams including on-shore and off-shore staff or contractors.
• Understand client technologies and strategic direction to apply to support processes.
• Collaborate with internal teams to integrate communication, technology, people and process with client counterparts.

Skills

CRM tools

QA knowledge

WFM tools

MS Office

Client relationship mgmt

Communication

Time management

KPI management

Offshore model transition

Graveyard schedule

Tools

CRM tools

QA tools

WFM tools

MS Office

Job description

JOB DESCRIPTION

• Manage all aspects of technology delivery in support of a client for the complete landscape including day to day operations, application enhancements and project support.
• Ensure that organizational structure and staffing plans are adequate to attain organizational objectives while maintaining budget requirements.
• Responsible for the development, implementation and coordination of customer support programs and standard operating procedures to drive efficiency and effectiveness of support operations.
• Management of escalated issues and collaboration with other department leaders, as necessary, to expedite resolution.
• Accountable for the development and achievement of organizational KPIs, Metrics and management reporting.
• Management of a global product support teams that may include both on-shore and off-shore employees and/or contractors.
• Maintain an understanding client’s technologies and strategic direction and apply that knowledge to the customer support process.
• Collaborates with other internal teams to integrate communication, technology, people and process with client counterparts.

QUALIFICATIONS

• Combined 10 years of experience in the Call Center Industry (Operations and Client Services), directing large scale programs with multiple lines of business.
• Must have experience handling a Retail/e-commerce program with minimum of 600 HC.
• Multi-site management is a plus.
• Must have experience managing multiple LOBs with different KPIs.
• With proven track record and expertise in providing solutions and projects focused in delivering KPI management goals.
• Has implemented effective Engagement activities and programs
• Amenable to work on site in Quezon City

KNOWLEDGE, SKILLS and ABILITIES

• Strong knowledge of various CRM tools
• Strong knowledge of QA and WFM related tools
• Strong knowledge of Microsoft Office Skills
• Significant relevant experience in client relationship management
• Strong communication skills and excellent presentation skills
• Effective organizational skills and time management skills
• Demonstrated ability to migrate highly complex customer service functions to an offshore model while maintaining quality of delivery.
• Ability to come up with sound and accurate decisions in any given circumstance
• Ability to exhibit professionalism
• Demonstrated ability to communicate effectively with internal and external associates
• Ability to drive performance on a site wide scale by consistently meeting KPIs
• Ability to work on a graveyard schedule

COMPETENCIES

• Leadership
• Professionalism and Integrity
• Adaptability to Change
• Interpersonal skills
• Team Work
• Reliability in Delivering Results
• Customer Service Orientation
• Communication Skills