Program Director

Alta Resources (Philippines) Corporation; Eastern Manila District; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

Alta Resources is seeking a Program Director to lead and optimize an inbound contact center in Manila, aligning with strategic growth, profitability, and risk reduction goals. The role drives Six Sigma initiatives, manages P&L, budgets, and expense controls, and fosters employee development and retention.

The ideal candidate has senior management experience in call center operations, strong leadership and communication skills, and a proven track record in forecasting, staffing, and client

Qualifications

• Bachelor's Degree required.
• Five or more years of management experience (call center management preferred).
• Two years of leadership experience with financial accountabilities including profit and loss.
• Strong leadership skills which includes interaction management (coaching, mentoring, and presentation skills).
• Excellent interpersonal, verbal and written business communication skills.
• Project Management Skills (manage multiple tasks and projects), and Client Relations Management.
• Knowledge in financial & staffing forecasting and analysis, as well as quantitative and qualitative analysis using various statistical tools and techniques.
• Ability to be a self starter and to lead, develop and train personnel in a high performing, diversified, team based, global environment.
• Strong organization and time management skills with strong attention to detail and accuracy.
• English proficiency required.

Responsibilities

• Creates and maintains a strong partnership with the client and explores opportunities to grow the business
• Directs and coordinates promotion of products manufactured or services performed to develop new markets, increase share of market, and obtain competitive position in industry
• Reviews activity, operating, and sales reports to determine changes in programs or operations required
• Manages financials to include, but not limited to P & L, budget, and expense reduction
• Instills a strong sense of customer focus, professionalism and client branding throughout the team
• Prepares monthly reports to show how Client and company goals are being met and exceeded and to identify issues that need to be resolved in meeting program objectives
• Determines work procedures, forecasts call volume, projects staffing levels, and expedites workflow
• Directs research activities concerned with gathering information or with compilation of statistics pertinent to planning and execution of Client objectives
• Maintains a high level of team morale and motivation to create an environment that promotes employee growth and retention
• Manages the team to include interviewing, hiring, training, and retaining employees; appraising performance; rewarding and disciplining employees; addressing and resolving employee relations issues

Skills

Leadership

Management

Communication

Project management

Client relations

Financial analysis

Forecasting

P&L responsibility

Self-starter

Organization & time management

English proficiency

Education

Bachelor's Degree

Job description

About the role

The Program Director manages and directs an Inbound Contact Center in accordance with the organization's strategic mandates of Governed Growth, Achieved Profitability, Reduced Risk, and Increased Technology-Based Services. These activities are carried out in accordance with Six Sigma philosophies to obtain optimum results, ensure efficiency and economy of operations, and maximize established program objectives of the organization and our client. This position manages financials to include, but are not limited to, Profit & Loss (P&L), budget, and expense reduction. The Director will create an environment that promotes employee growth and retention. The individual directs and oversees all aspects of the client's customer service policies, objectives, and initiatives while striving to meet and exceed Alta and client metrics. The position develops and establishes procedures and policies governing customer correspondence and the handling of customer complaints. The Director will position the capabilities of Alta Resources to solve business issues on behalf of the client. They will work with the various client teams to identify trends in business problems, develop best practice solutions, and successes to design and present value-add solutions to our customers and work with internal resources and implementation teams to ensure customer expectations are communicated and exceeded.

Key responsibilities

• Creates and maintains a strong partnership with the client and explores opportunities to grow the business

• Directs and coordinates promotion of products manufactured or services performed to develop new markets, increase share of market, and obtain competitive position in industry

• Reviews activity, operating, and sales reports to determine changes in programs or operations required

• Manages financials to include, but not limited to P & L, budget, and expense reduction

• Instills a strong sense of customer focus, professionalism and client branding throughout the team

• Prepares monthly reports to show how Client and company goals are being met and exceeded and to identify issues that need to be resolved in meeting program objectives

• Determines work procedures, forecasts call volume, projects staffing levels, and expedites workflow

• Directs research activities concerned with gathering information or with compilation of statistics pertinent to planning and execution of Client objectives

• Maintains a high level of team morale and motivation to create an environment that promotes employee growth and retention

• Manages the team to include interviewing, hiring, training, and retaining employees; appraising performance; rewarding and disciplining employees; addressing and resolving employee relations issues

About you

• Bachelor's Degree required

• Five or more years of management experience (call center management preferred)

• Two years of experience in a leadership role with financial accountabilities including profit and loss

• Strong leadership skills which includes interaction management (coaching, mentoring, and presentation skills)

• Excellent interpersonal, verbal and written business communication skills

• Project Management Skills (manage multiple tasks and projects), and Client Relations Management

• Knowledge in financial & staffing forecasting and analysis, as well as quantitative and qualitative analysis using various statistical tools and techniques

• Ability to be a self starter and to lead, develop and train personnel in a high performing, diversified, team based, global environment

• Strong organization and time management skills with strong attention to detail and accuracy

• English proficiency required