Operations Director (Retail Program) | Cubao Site

POSITION TITLE: Operations Director

DEPARTMENT: Operations

RELATIONSHIPS: Reports to AVP for Operations

JOB DESCRIPTION

·       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, directing large scale programs with multiple lines of business with an emphasis on customer service and sales.

·       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