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Operations Director

Operations Director

Ksearch Asia ConsultingPhilippines, Philippines
5 days ago
Job description

See more job openings in Business Process Outsourcing

  • CLIENT

US-based training company with a team in Manila that provides critical back office support to our global network of over 26 industry training portals that service over 4 million clients worldwide.

  • JOB DESCRIPTION
  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
  • Responsible for development and administration of annual department budget to attain business goals with operational stability,
  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
  • Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,
  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
  • Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
  • Manage and expand client and coworker relationships,
  • Find and close new revenue opportunities within the existing client base,
  • Oversee the support teams like HR, IT and Facilities
  • JOB QUALIFICATION
  • Minimum 5 years of Call Center / Contact Center management experience,
  • Effective leadership and analytical skills including working knowledge of P&L, staffing models, scheduling, and telecom opportunities,
  • Exceptional ability to develop and manage results-oriented recruiting and training programs,
  • Measurable experience in managing and growing profitable satisfied accounts and / or relevant account management experience,
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
  • Strong negotiation, interpersonal, written and oral communications skills
  • ACTIVE DATES

    • July 16 - September 30, 2018

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    Operation • Philippines, Philippines