Job Description:
The Operations Director is responsible for the alignment of customer services, sales and support with evolving customer needs, technological advancements and brand identity. They develop strategies, long-range plans and innovative ideas to enhance customer operations, services, and their quality. They also align resources with business needs and develop and strengthen executive management team performance. They identify business opportunities. They manage the financial performance of the unit. As the Operations Director, they possess exceptional communication skills and outstanding analytical and problem-solving skills. They have strong leadership and people management skills to lead and coach their teams effectively and demonstrate a positive and passionate attitude towards the industry stakeholders. With expertise in strategic planning and implementation, they are able to improve and/or enhance the operations and customer service, sales and support.
Key Tasks:
- Identify business opportunities and drive the development of proposals to grow the business
- Manage periodic business reviews
- Live and execute the mission and vision of the organization
- Establish, approve, and implement long-term vision and strategies
- Communicate effectively and build strong relationships with all stakeholders, across all levels, and all departments, to ensure alignment and collaboration
- Align competencies of organizational talents with business needs
- Set achievable goals, measure performance against metrics, and implement strategies for improvement
- Lead organizational succession planning, capability development and employee engagement
- Formulate innovative ideas to enhance operations and services
- Identify risks associated with implementation of new services
- Integrate best-in-class practices and processes into overall customer service and sales offerings
- Drive strategies to champion excellent customer experience
- Formulate overall customer service strategies and long-range plans
- Spearhead formulation of policies for the delivery of customer services
- Direct activities to increase client satisfaction and loyalty
- Identify and mitigate potential risks to operations, including system outages, data breaches, and Agent/Representative/Associate burnout as part of Business Continuity
- Allocate and manage budget effectively to ensure efficient resource utilization and cost-effectiveness
- Stay updated on the latest contact center technologies and implement new solutions to optimize operations and improve agent productivity
- Formulate operational strategies to ensure attainment of profitability objectives
Job Requirements:
- Candidate must possess at least a Bachelor's/College Degree in any field.
- Intermediate to advanced expertise in Microsoft Excel is required.
- Strong sales and customer service domain experience and excellent people management skills
- Related experience working as a BPO Operations Director for a minimum of 5 years
- Experience in team management and performance management
- Strong decision-making and problem-solving skills
- Must have excellent verbal and written English communication skill
- Strong organizational skills
- High level of integrity and honesty
- Optimism, calmness, and flexibility
- Productivity and quality driven
- Can demonstrate the ability to learn new processes
- Independent, quick learner, and has initiative
- Confident in working with less supervision
- Attention to detail is a must.
- Ability to create friendly but firm rapport with employees
- No attendance issues
- Amenable to working on a night shift schedule and shifting schedules
- Amenable to working weekends and holidays, if necessary
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