Program Director, Inbound Contact Center Growth

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

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