Director for Australian Telco Operations - Quezon City

We’re seeking a results-driven Operations Director to lead our Australian Telco account, championing client satisfaction, operational excellence, and people development across a dynamic, high-impact program. In this pivotal role, you’ll translate strategic client objectives into flawless day-to-day execution while accelerating sustainable business growth.

Key Responsibilities

Client Partnership

Ensure exceptional client satisfaction by consistently delivering on contractual commitments, meeting KPIs, and exceeding service level targets.

People Leadership

Lead and inspire Operations Managers and Team Leaders to build a high-performance culture focused on coaching, retention, and continuous development.

Operational Excellence

Oversee intraday and daily floor operations, resolve performance challenges, and implement business continuity plans as needed.

Strategic Growth & Innovation

Develop and execute scalable strategies that enhance process efficiency, support long-term success, and position the program for future expansion.

Performance & Compliance Management

Manage critical operational metrics—including attendance, adherence, and compliance—to drive both service quality and financial performance.

Communication & Change Leadership

Serve as the primary channel for cascading updates, training initiatives, and operational communications across all teams and shifts.

What You Bring

Proven leadership experience managing large-scale BPO operations

Expertise in metric governance and SLA performance management

Demonstrated success in team engagement, coaching, and talent development

Strong client-facing and stakeholder management skills

Agility and resilience in fast-paced, target-driven environments

Executive presence and the ability to lead strategic initiatives from concept to execution

Minimum Qualifications

Bachelor’s degree from an accredited college or university

15+ years of progressive leadership experience in the BPO industry, including at least 3 years in a Senior Manager, Director, or equivalent role

Hands-on experience leading large-scale Telco sales operations with quantifiable impact

Proven ability to lead and manage teams of 500+ FTEs across multi-shift operations

Strong track record in building high-performing teams and driving continuous improvement

Excellent communication skills, with the ability to influence across all levels of the organization

Strategic thinker with sound decision-making capabilities and a results-driven mindset

Advanced proficiency in business tools and Excel-based operational analysis

Lead with impact. Grow with purpose. Join the #2 Great Place to Work in PH and help transform customer experiences with people-first leadership!