Deskripsi Pekerjaan
About Xtendops
Xtendops is a premier call centre and customer service provider operating in Cebu, Central Visayas, Philippines. We are dedicated to delivering outstanding customer support solutions for diverse global clients. As we continue to expand our operations, we are in search of a strategic and results-driven Director of Operations to lead our Cebu-based team to new heights.
Position Summary
The Director of Operations will be responsible for the overall planning, direction, and coordination of all operational activities within our Cebu facility. This senior leadership role requires an individual who can effectively manage large-scale call centre operations, optimize processes, and ensure the highest levels of customer satisfaction while maintaining operational efficiency and profitability.
Key Responsibilities Overview
You will collaborate closely with the executive team to develop and execute operational strategies, manage budgets, and drive performance metrics. The ideal candidate will possess strong leadership skills, a proven track record in operations management within the BPO or call centre industry, and the ability to inspire teams towards achieving organizational objectives.
What We Offer
Xtendops provides a competitive compensation and benefits package, opportunities for career advancement, and a supportive work environment that values innovation and excellence. Join us and take the next step in your career with a company that is committed to your professional growth and success.
Tanggung Jawab
- Oversee all daily operations of the Cebu call centre facility, ensuring smooth and efficient workflow across all departments and teams.
- Develop and implement operational strategies, policies, and procedures to achieve company objectives and improve overall performance.
- Lead, mentor, and manage a large team including operations managers, supervisors, and frontline staff, fostering a positive and productive work environment.
- Monitor and analyze key performance indicators (KPIs) such as service levels, call quality, employee productivity, and customer satisfaction rates.
- Manage operational budgets, control costs, and identify opportunities for efficiency improvements and cost savings.
- Collaborate with cross-functional teams including HR, IT, and quality assurance to ensure seamless operations and continuous improvement.
- Ensure compliance with industry regulations, company standards, and best practices in customer service delivery.
- Prepare and present regular operational reports to the executive team, providing insights and recommendations for strategic decision-making.
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, or a related field; MBA or equivalent is highly preferred.
- Minimum of 7-10 years of experience in operations management, with at least 3-5 years in a senior leadership role within the BPO or call centre industry.
- Proven track record of successfully managing large-scale call centre operations and leading high-performing teams.
- Strong analytical and problem-solving skills with the ability to interpret data and make strategic decisions.
- Excellent leadership and interpersonal skills, with the ability to motivate and inspire teams.
- In-depth knowledge of call centre operations, including workforce management, quality assurance, and customer experience optimization.
- Proficiency in using call centre management software and Microsoft Office applications.
- Exceptional communication and presentation skills in English; Filipino language skills are a plus.