About the Position

We are in search of an accomplished and driven Associate Director of Operations to lead our Operations team in Davao. In this crucial role, reporting directly to the Director of Operations, you will oversee the management of diverse customer service initiatives across multiple sectors. Your primary objective will be to deliver exceptional client experiences, champion continuous improvements, and scale our operations efficiently. As a vital member of our leadership team, you will cultivate a thriving and high-performance work environment, playing a transformative role in our ongoing growth and success.

Responsibilities:

Leadership and Management:

• Provide strategic direction and leadership to the Call Center Services team in the Philippines.
• Build and maintain strong relationships with clients, understanding their needs and exceeding expectations.
• Develop and mentor a team of high-performing Call Center Agents, Supervisors, and Team Leaders.
• Coach and motivate teams to achieve individual and departmental goals.
• Foster a collaborative and results-oriented work environment.

Operational Excellence:

• Develop and implement operational plans to optimize call center performance metrics (e.g., First Call Resolution, Customer Satisfaction Score, Average Handling Time).
• Lead process improvement initiatives to streamline workflows and increase efficiency.
• Conduct regular performance reviews and identify areas for improvement.
• Ensure adherence to quality standards and service level agreements (SLAs).
• Analyze call center data to identify trends and opportunities for improvement.
• Implement appropriate technology solutions to enhance call center operations.

Project Management:

• Manage and oversee multiple call center projects across various domains.
• Develop and implement project plans, ensuring timely delivery and budget adherence.
• Maintain clear communication with clients and stakeholders on project progress.
• Identify and mitigate potential project risks.

Stakeholder Management:

• Manage relationships with internal and external stakeholders, including clients, operations teams, IT, and human resources.
• Proactively address stakeholder concerns and ensure alignment with overall goals.

Customer Relationship Management:

• Implement strategies to build strong customer relationships and drive customer loyalty.
• Monitor and analyze customer satisfaction metrics and take corrective actions when necessary.

Upselling and Cross-Selling:

• Develop and implement strategies to increase revenue through upselling and cross-selling to existing customers.
• Train call center agents on effective upselling and cross-selling techniques.
• Monitor the success of upselling and cross-selling initiatives and make adjustments as needed.

Requirements

• Minimum 5 years of experience in call center operations management in a similar role.
• Proven track record of success in scaling and optimizing call center operations.
• Strong analytical and problem-solving skills.
• Data-driven approach to decision making.
• Excellent communication, interpersonal, and leadership skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Experience with call center technology solutions (e.g., CRM, ACD) is a plus.

Experience

• A minimum of 5 years in call center operations management, preferably in leadership roles with a focus on scaling operations and process optimization.

Educational Qualifications

• A bachelor's degree in Business Administration, Management, or a related field is preferred.

Competencies

• Strong leadership and strategic planning capabilities.
• Excellent client relationship management skills.
• Ability to analyze complex data and develop actionable insights.
• Effective project management skills.
• Strong ability to mentor and develop high-performing teams.

If you are ready to take on a leadership role that combines strategic oversight with operational excellence, we encourage you to apply for the Associate Director, Operations position. Be a part of our journey in enhancing customer service and driving growth in our organization.

Please refer to job description.