Director, Service Delivery - Manila

Work Set-Up: Hybrid (will work Onsite at The Sanctum, SM - North EDSA, QC when needed)

The goal for this position is to safeguard and augment the efficiency of the company’s operations to facilitate accelerating development and long-term success.

• Proven experience in direct client experience and delivery leadership, with focus on driving increased customer value and retention
• Develop systems to consistently meet and exceed financial (gross margin, revenue retention) and client metrics
• Liaises with the Executive team to make decisions for operational activities and set strategic goals for the onsite operations teams
• Plans and monitors the day-to-day running of the business to ensure smooth progress in the onsite operations
• Directs Senior Managers, Service Delivery and Managers, Service Delivery on planning and execution and provide constructive feedback for continuous personal development
• Evaluates regularly the efficiency of business procedures in the onsite operations according to organizational objectives and apply improvements; Implements, manages, and evaluates operation processes and procedures, in accordance with the standards and procedures set out by the organization
• Develops strategies and implementation plans to improve and standardize all aspects of onsite operations
• Oversees onsite customer support processes and directs its organization to enhance customer satisfaction
• Keep up to date with industry trends and identifying areas of opportunity to drive improvements, as well as maintaining all content moderation guidelines, reference documents, and training materials
• Works with leadership to set team and individual KPIs and provide regular, actionable feedback for onsite operations
• Revise and/or formulate policies and promote the implementations for onsite work setup
• Reviews financial information and adjusts operational budgets to promote profitability

Performs other duties as assigned

• Director of Operations in a call center environment is required
• More than 5 years experience as a Director of Operations in a contact center/outsourcing; 10+ years experience in the Operations
• An assertive character that can work independently, yet function in a team environment
• Excellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational skills
• Ability to direct and manage in a fast-paced, rapidly changing environment while managing multiple priorities
• Ability to manage a diverse workforce
• Experience in managing both internal (in-house) and external (remote - work from home) operations from a strategic perspective is preferred
• Strong commercial understanding and previous accountability for profit targets

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/vkdQuAPM6-a4TycdOaKz9

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