Operations Director (Retail Program)

·       Manage all aspects of technology delivery in support of a client for the complete landscape including day to day operations, application enhancements and project support.

·       Ensure that organizational structure and staffing plans are adequate to attain organizational objectives while maintaining budget requirements.

·       Responsible for the development, implementation and coordination of customer support programs and standard operating procedures to drive efficiency and effectiveness of support operations.

·       Management of escalated issues and collaboration with other department leaders, as necessary, to expedite resolution.

·       Accountable for the development and achievement of organizational KPIs, Metrics and management reporting.

·       Management of a global product support teams that may include both on-shore and off-shore employees and/or contractors.

·       Maintain an understanding client’s technologies and strategic direction and apply that knowledge to the customer support process.

·       Collaborates with other internal teams to integrate communication, technology, people and process with client counterparts.

QUALIFICATIONS

·       Combined 10 years of experience in the Call Center Industry (Operations and Client Services), directing large scale programs with multiple lines of business.

·       Must have experience handling a Retail/e-commerce program with minimum of 600 HC.

·       Multi-site management is a plus.

·       Must have experience managing multiple LOBs with different KPIs.

·       With proven track record and expertise in providing solutions and projects focused in delivering KPI management goals.

·       Has implemented effective Engagement activities and programs

·       Amenable to work on site in Quezon City

KNOWLEDGE, SKILLS and ABILITIES

·       Strong knowledge of various CRM tools

·       Strong knowledge of QA and WFM related tools

·       Strong knowledge of Microsoft Office Skills

·       Significant relevant experience in client relationship management

·       Strong communication skills and excellent presentation skills

·       Effective organizational skills and time management skills

·       Demonstrated ability to migrate highly complex customer service functions to an offshore model while maintaining quality of delivery.

·       Ability to come up with sound and accurate decisions in any given circumstance

·       Ability to exhibit professionalism

·       Demonstrated ability to communicate effectively with internal and external associates

·       Ability to drive performance on a site wide scale by consistently meeting KPIs

·       Ability to work on a graveyard schedule

COMPETENCIES

·       Leadership

·       Professionalism and Integrity

·       Adaptability to Change

·       Interpersonal skills

·       Team Work

·       Reliability in Delivering Results

·       Customer Service Orientation

·       Communication Skills