- Davao City, Davao del Sur, Philippines
- On-site
- Full-time · Director
- 8–10 years
The Operations Director is responsible for leading, managing, and optimizing multi-account or large-scale contact center operations.
Responsibilities
- Direct day-to-day operations across voice (inbound/outbound) and non-voice (email, chat, back-office) lines of business.
- Ensure consistent achievement of contractual operational KPIs: Service Level (SL) & Response Times, Average Handling Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT) & Net Promoter Score (NPS), Quality Assurance (QA) compliance
- Collaborate with Workforce Management (WFM) to optimize forecasting, scheduling, shrinkage, occupancy, and attrition management.
- Drive continuous process improvements using Six Sigma, Lean, or agile operational frameworks to reduce operational bottlenecks and waste.
- Act as the senior escalation point for client partners; lead Weekly Performance Reviews (WBR), Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR).
Requirements
- Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or related field
- Master’s/MBA preferred
- Nice to have: Lean Six Sigma (Green Belt or Black Belt)
- Nice to have: COPC
- Nice to have: PMP