Senior Director of Operations

IntouchCX; Manila; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

IntouchCX is seeking a Senior Director of Operations to lead all facets of contact center operations, including hiring, training, quality control, reporting and client services. The ideal candidate has a proven track record managing high-volume centers and driving margin improvements.

Responsibilities include promoting a strong company culture, cross-functional collaboration, strategic planning, and delivering results against KPIs and financial targets across multiple campuses.

Qualifications

• Minimum 7–9 years of contact center senior leadership experience with cross-functional teams and full P&L responsibility.
• Experience in business process outsourcing is required.
• 5 years of client relationship management experience.
• Experience in analyzing and influencing P&L statements and performing cost analysis.
• Excellent communication skills.
• Excellent organizational and time management skills.
• Ability to handle multiple priorities simultaneously.
• Experience with maintaining and developing operational statistics, financial management information, and results reporting.
• Proven tactical and strategic management skills.

Responsibilities

• Drive initiatives resulting in positive improvements in margins and enterprise value.
• Motivate and inspire teams, building trusting relationships across the organization.
• Address attrition through focus groups and open communication with site employees.
• Collaborate with departments to develop and implement strategic plans.
• Manage and drive results for Service Delivery Operations and keep internal KPIs and financials on track.
• Develop and execute incentives to support site retention goals.
• Support and drive the company culture within the team across campuses.
• Partner with stakeholders to ensure consistency within operations.
• Maintain auditing cadence through reporting, observations, and direct engagement.

Education

Business degree

Job description

About the Job

We are seeking a leader who has the vision, experience, and passion to contribute to our culture and deliver extraordinary results for our clients.

The Senior Director of Operations will be involved in all facets of contact center operations, including hiring, training, quality control, reporting and client services. The ideal candidate is a performance-driven individual with experience managing a contact center with large call/interaction volumes.

As Senior Director of Operations, You Will…

• Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value
• Motivate and inspires teams, while building trusting relationships throughout the organization
• Address attrition driven issues, through continuous focus groups, communication outlets with all site employees
• Collaborate with various departments and leaders in the development and implementation of strategic plans
• Manage and drive results for Service Delivery Operations and performance optimization through client specific internal KPIs and financials
• Develop and execute motivational incentives (Employee Experience) to assist in site retention goals
• Support and drive the IntouchCX culture within the team at our campuses
• Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations
• Maintain close auditing cadence through reporting, observations, and personal contact

As Senior Director of Operations, You Have…

• Minimum 7-9 years of contact center senior leadership experience, with cross-functional teams/groups and full P&L responsibility
• Previous experience in business process outsourcing is required
• Post-secondary diploma or degree with a major in Business
• 5 years of client relationship management
• Experience in analyzing and influencing P&L statements and performing cost analysis
• Excellent communication skills
• Excellent organizational and time management skills
• Client relationship management experience
• Ability to handle multiple priorities simultaneously
• Experience with maintaining and developing operational statistics, financial management information, and results reporting
• Proven tactical and strategic management skills
• Ability to take initiative, make decisions and propose strategies and solutions
• Demonstrated ability to work autonomously as well as with leaders, peers, and clients in other countries
• Ability to meet program KPIs and internal business KPIs (abs, attrition, etc)