Deskripsi Pekerjaan
Are you a visionary leader ready to shape the future of global customer experience? IntouchCX, a premier leader in the outsourcing industry, is seeking a dynamic and results-oriented Director of Operations to join our expanding team in Manila. This is a pivotal role for an experienced professional who thrives in high-energy, competitive environments and is passionate about driving operational excellence.
As the Director of Operations, you will be the strategic backbone of our customer service delivery. You will oversee large-scale programs, mentor high-performing management teams, and implement innovative strategies that align with our clients' growth objectives. We are looking for a bold leader who fosters a culture of accountability, continuous improvement, and unparalleled service quality.
At IntouchCX, we don't just manage processes; we craft experiences. If you have a proven track record of scaling operations, optimizing complex workflows, and inspiring teams to exceed KPIs, we want to hear from you. Join us in setting the standard for the next generation of global outsourcing excellence.
Tanggung Jawab
- Provide strategic leadership and oversight for large-scale multi-channel customer service operations.
- Drive performance metrics, including CSAT, NPS, AHT, and FCR, ensuring alignment with client expectations.
- Mentor, develop, and coach a team of site managers and operational leads to foster a high-performance culture.
- Optimize resource allocation and workforce management strategies to ensure operational efficiency and cost-effectiveness.
- Collaborate with cross-functional departments (HR, IT, Training, QA) to streamline operational workflows.
- Manage executive-level client relationships, serving as the primary point of contact for operational performance reviews and strategy sessions.
- Champion organizational change and implement best practices to drive continuous improvement and innovation.
Kualifikasi
- Bachelor’s degree in Business Administration, Management, or a related field; MBA is highly preferred.
- Minimum of 8-10 years of experience in BPO operations, with at least 5 years at a Senior Manager or Director level.
- Deep understanding of the global outsourcing landscape and customer lifecycle management.
- Exceptional leadership skills with a proven history of managing large-scale teams (500+ FTEs).
- Strong analytical and financial acumen, with experience in P&L management and operational forecasting.
- Excellent communication and stakeholder management skills, capable of influencing senior-level executives.
- Demonstrated ability to adapt to a fast-paced, rapidly changing business environment.