Operations Director

TheOperations Directoris responsible for all facets of call center operations within the assigned site/s, including Financial Performance, achievement of Client Service Levels and Metrics, Staffing, Training and Development of all site staff/employees and management of resources.

Job Responsibilities:

• Manage financial performance of the site and ensure profitability and achieve monthly revenue and profitability targets.
• Manage or avoid penalty situations
• Track and monitor results/productivity levels daily, weekly, monthly, annually
• Deliver contractual obligations and internal business requirements and ensure delivery of service level agreements (SLA) and client objectives while addressing and preventing client /performance escalations.
• Organize Weekly/Monthly/Quarterly results and performance reviews with direct reports (account/LOB and functional group heads) as well as the clients
• Participate in Client Business Reviews. Summits and Planning sessions including the formulation of goals and targets
• Attend regular reviews with the executive management team to discuss opportunities, initiatives, customer satisfaction, resource planning, action plans, etc.
• Ensure that operations staff, client, and vendor relationships as well as strategic alliances (if any), are managed to client and company expectation
• Deliver Operational Excellence
• Develop and implement continuous process improvement plans
• Ensure achievement of performance metrics across all accounts by regularly analyzing statistical/trended data, anomalies, and qualitative information
• Lead the analysis of operational outcomes and conduct root cause analysis to identify areas for improvement as well as create specific and detailed action plans
• Collaborate with the Quality Assurance department for effective implementation of the quality aspects of the account/s using various tools and techniques.
• Collaborate with the Workforce Management department to ensure that accounts are meeting correct staffing and scheduling requirements and at the same time being labor cost efficient.
• Assist the Workforce manager in the preparation of forecasting budgets, targets, implementation, and resource planning as well as formulating an effective recruitment/ramp plan
• Oversee billing accountabilities, ensure accuracy of monthly invoices
• Ensure that the production area is conducive for work and facilities and equipment for program use are in excellent working condition
• Create a systematic, timely reporting structure to measure all business activity for client, corporate and internal use
• Ensure center/site-wide employee satisfaction and motivation through effective promotion and adherence to company's culture and values
• Develop the site leadership team’s capability and transition best practice knowledge to site operations leaders and other functional group heads within the operations team.
• Ensure that operations management and staff are trained and developed to compliment the company vision, mission, and values; continually evaluate and develop all employees through career planning, mentoring programs, skill building and employee engagement activities
• Implement effective process management, Quality Assurance, Risk Management, and service delivery across all clients
• Assist the business development/sales team as required and participate in development of Requirements Analysis, Statement of Work (SOW), Project Implementation Timelines
• Manage Direct Reports and coach, develop and mentor direct reports to maximize performance
• Conduct monthly performance reviews and provide regular company updates to direct reports

Qualifications:

• Solid and proven experience in managingvarious programswith at least five years’ experience as an Operations Director of a site or center with at least 1000 FTEs.
• Clear grasp of the interrelation among the various functional groups within a call center organization
• Proven track record in account performance management; ability to ‘move’ numbers through the systematic problem identification and resolution.
• Familiarity with relevant international quality standards and methodology (such as COPC, Six Sigma, etc)
• Strong Business acumen and understanding of Financial Statements and P&L
• Strong Organizational and planning skills
• Strong Problem solving and decision-making skills
• Graduate of any four-year college course (a degree in any business course is preferable)
• Excellent oral communication skills and business or technical writing skills
• Proficiency in Microsoft office applications (Word, Excel and Powerpoint).
• Candidate must be willing to work on-site and work in Philippine night shift.