Deskripsi Pekerjaan
Moder Solutions Inc. is seeking a visionary and results-driven Director of Operations to lead our high-growth BPO division in Cebu City. In this pivotal role, you will be responsible for the strategic oversight of multi-channel customer service operations, ensuring operational excellence, high-level client satisfaction, and the scalable growth of our delivery teams.
The ideal candidate is a seasoned BPO leader with a proven track record of managing large-scale operations, optimizing workforce management (WFM), and fostering a culture of high performance. You will act as a key liaison between our international clients and local site leadership, driving process improvements that translate into enhanced KPIs and long-term profitability. If you are a strategic thinker with a passion for people development and operational precision, we invite you to join our leadership team.
Tanggung Jawab
- Develop and execute comprehensive operational strategies to meet and exceed client KPIs and service level agreements (SLAs).
- Provide visionary leadership to site managers and team leaders, fostering a culture of accountability and professional growth.
- Drive continuous improvement initiatives and lean methodologies to optimize operational efficiency and reduce cost-to-serve.
- Manage P&L responsibilities for designated programs, ensuring optimal resource allocation and margin management.
- Collaborate with the Business Development and Client Success teams to onboard new programs and manage stakeholder expectations.
- Oversee rigorous quality assurance programs and compliance standards to maintain high industry-specific certifications.
- Analyze performance data and translate insights into actionable operational improvements.
Kualifikasi
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Minimum of 8-10 years of experience in BPO operations, with at least 5 years in a senior leadership or Director-level capacity.
- In-depth knowledge of BPO metrics, including CSAT, NPS, AHT, FCR, and shrinkage management.
- Proven ability to manage large, multi-disciplinary teams in a fast-paced, high-pressure environment.
- Exceptional analytical skills with proficiency in data-driven decision-making and reporting software.
- Strong stakeholder management skills, with experience managing international client relationships.
- Excellent verbal and written communication skills in English.