Transcom Jobs in Philippines

Operations Director for Awesome CX By Transcom - DavaoAwesome CX by Transcom is looking for talented individuals like you to join our awesome team!

Be an Operations Director for Awesome CX by Transcom Davaosite.

The Operations Director is responsible for the general management of all the business units operating in his / her contact centers.

This includes responsibility for all aspects of the business.Join our Awesome CX by Transcom Family as an Operations DirectorEssential Duties & Responsibilities : Efficiencies : Ensures overall revenue per employee contributions are in line with or exceed the company goalsEnsures revenue contribution is measured for every direct individual and direct employee leader at every levelImplement effective performance management procedures at individual and team levels to address weaknessesEnsures efficiencies are accurately measured and reportedEnsures efficiency results are reported and reviewed on a 24-hour basisIdentify issues at the earliest possible stage and escalate forecasted issues immediately with a summary of expected impact and actions taken to addressOrganizationImplementing / maintaining a standard organization structure and reporting any anomalies with justifications.

Seek approval from Executives for any non-standard appointmentsTaking client needs and commercial contributions into account for organization plans and making sure that client objectives are met through appropriate appointments and organizational designClient RelationsInitiate regular and proactive contact with clientsProactively seek to increase client revenueSeeks to introduce deep dependencies and mutually beneficial client relationshipsCommercialsPrepares meticulously for commercial negotiations in advance and ensures risks and profit objectives are coveredEnsures revenue streams cover committed costs wherever possibleEnsures profitability is properly calculated prior to agreement and all costs (including capital investments) are accounted forDevelops agreements that incentivize client improvements in return for higher marginsEnsures all agreements are profitable and takes account of "end of contract" exposures.Ensures minimum demand forecasting risks are taken by the company and are manageable with appropriate commercial remediesBusiness PlanningDevelop and deliver accurate budgets and forecasts within defined corporate time scales.Ensures that demand forecasting is as accurate as possible and that the resource deployed is matched effectively to demand.Considers employee impact of resource scheduling and avoids anti-social and undesirable shift patterns.Implements standard practices.Uses technology and innovation to ensure demand spikes are managed as effectively as possible.Measures and reports on customer experience by client's objectives.Business DevelopmentEnsures all staff acts as ambassadors and salesmen / women of the company at all times.Ensures excellent and effective pre-sales support.Always meet or exceed commitments made to clients.Ensures efficient sales activity seeking to obtain benefits whenever possible.Ensures that brand identity is accurately represented.Process and IntegrityEnsures that the company's standard procedures are implemented and complied with at all times.Ensures that all revenues and costs are effectively tracked and properly accounted for.Continuously reviews procedures and implements improvements.CultureCreates an open and energetic culture at every level in the organization.

Leads by example and establishes recognition from employees as a supportive, strong, and credible leaderEnsures that objectives are set for every member of the organization in line with the values and business goalsImplements clear and objective recognition procedures at every level in line with the group policyImplements personal development plans and effective performance management procedures for all employeesEnsures site security and appropriate welfare and protection of employeesEnsures a high level of morale and a sense of loyalty to the company in each individualImplementing motivational activities such as team competitions and reward schemesJob Qualifications, Skills and Experience : Educational Background : Hold a university degree or equivalent higher qualificationWork Experience : At least 5 years of Operations experience in a multi-site, multi-client, BPO environment.Minimum 2 years experience as an Operations Director (or equivalent) responsible for multiple clients ranging from small-medium (10-300FTE) to large (2000+ FTE)Skills Requirements : Strong sense of personal stake and urgency in day-to-day managementAbility to forge positive, objective relationships with Operations and Support teamsAdapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines, and conflicting and shifting prioritiesAbility to foresee, dissect, and fix problems using a data-driven approach and common senseAppetite for challenges; driving projects, improvement opportunities, maturity modelsEffectiveness in articulating and persuading different levels in the organizationExperience in creating compelling analyses, reports, and slides for executivesHands-on experience in Operations of medium to large size clientsMust demonstrate a perceptive, thorough, and decisive approach to problem-solvingMust be diplomatic and enterprising in resolving conflicts and disagreementsAbility to work independently and closely with the assigned campaignsResilient optimism and a positive attitude are desired.Ability to motivate, retain, and attract talent.Flexible with extending shifts when needed.

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