Operations Director - CSAT

About the role

As Director of Operations, you'll lead our call centre with strong CSAT strategy serving the Banking, Financial Services, and Insurance (BFSI) vertical, driving operational excellence, optimizing performance, and ensuring exceptional customer service across our BFSI business lines.

What you'll be doing

• Oversee and direct the day-to-day operations of the BFS call centre, ensuring service level agreements and key performance indicators are consistently met
• Develop and implement operational strategies to drive productivity, efficiency and quality across all BFSI teams
• Analyse data and metrics to identify areas for improvement and implement corrective actions
• Manage, coach and mentor a team of call centre managers and supervisors, fostering a culture of continuous learning and development
• Collaborate cross-functionally with other departments to resolve customer issues and enhance the overall customer experience
• Ensure compliance with all relevant industry regulations and internal policies
• Proactively identify and mitigate operational risks
• Lead strategic planning and contribute to the overall growth and success of the BFSI business

What we're looking for

• Expert-level knowledge of banking/financial services industry regulations and compliance requirements is required.
• Must have current experience (2022–present) supporting a financial program, preferably in a B2C environment and within a voice line of business or a similar setup
• Minimum of 8 years' experience in a senior call centre or operations management role
• Excellent leadership and people management skills, with the ability to motivate and develop high-performing teams
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions
• In-depth knowledge of call centre operations, including workforce management, quality assurance and customer experience management
• Exceptional communication and stakeholder management skills

What we offer 
At Alorica Teleservices, Inc., we are committed to providing our employees with rewarding and fulfilling work experience. In addition to a competitive salary, you will have access to a range of benefits, including comprehensive healthcare coverage, generous leave allowances, and opportunities for professional development and career progression. We also priorities work-life balance, offering flexible working arrangements to support your personal needs.

About us 
Alorica Teleservices, Inc. is a leading provider of business process outsourcing solutions, specializing in customer experience management and back-office support. With a strong presence in the Philippines, we are dedicated to delivering exceptional service to our clients and creating a positive impact in the communities we operate in. Our company culture is built on the values of integrity, innovation and teamwork, and we are proud to offer a dynamic and supportive work environment for our employees.