Director of Operations (Cebu)
Xtendops Cebu Full-time
Job Title: Director of Operations (BPO)
Location: [Insert Location / Remote]
Shift: [Insert Shift if applicable]
Department: Operations
Location: [Insert Location / Remote]
Shift: [Insert Shift if applicable]
Department: Operations
Reports To: VP of Operations / COO
Job Summary
The Director of Operations is responsible for leading and optimizing end-to-end service delivery within a Business Process Outsourcing (BPO) environment. This role ensures operational excellence, client satisfaction, revenue growth, and team performance across multiple programs or accounts.The Director will drive strategic initiatives, improve efficiency, and maintain high-quality standards aligned with client and company objectives.
Key Responsibilities- Lead and oversee daily operations across multiple BPO programs/accounts
- Drive performance against KPIs including SLA, CSAT, AHT, FCR, quality, and productivity metrics
- Build and maintain strong client relationships; act as primary escalation point for key accounts
- Develop and execute operational strategies to improve efficiency, profitability, and scalability
- Manage and mentor Operations Managers, Team Leaders, and support teams
- Ensure consistent delivery of high-quality customer experience across all channels
- Identify process improvement opportunities and implement best practices
- Collaborate with cross-functional teams (HR, Training, QA, WFM, IT) to support business needs
- Lead business reviews (WBRs, MBRs, QBRs) with clients and internal stakeholders
- Oversee budget management, cost optimization, and financial performance (P&L ownership)
- Drive employee engagement, retention, and leadership development initiatives
- Ensure compliance with company policies, client requirements, and regulatory standards
- Bachelor’s degree in Business Administration, Operations Management, or related field (Master’s preferred)
- 8–12+ years of experience in BPO/Contact Center operations
- At least 5+ years in a senior leadership role (Sr. Operations Manager / Director level)
- Proven track record of managing large teams and multiple accounts
- Strong understanding of BPO metrics, workforce management, and quality frameworks
- Experience handling international clients (US, UK, AU markets preferred)
- Demonstrated ability to drive operational improvements and meet financial targets
- Excellent leadership, communication, and stakeholder management skills
- Strong analytical and problem-solving abilities
- Experience with CRM tools, reporting systems, and performance dashboards
- Strategic Thinking
- Leadership & People Management
- Client Relationship Management
- Data-Driven Decision Making
- Process Improvement (Lean / Six Sigma is a plus)
- Financial Acumen
- Change Management
- Six Sigma (Green Belt / Black Belt)
- PMP or equivalent project management certification
- Experience in scaling operations or launching new accounts
- SLA & KPI achievement rates
- Client satisfaction (CSAT / NPS)
- Revenue growth & profitability
- Employee engagement & attrition rates
- Quality & compliance scores
AccentureCebu City
This is a senior‑level role responsible for providing expert guidance, leading delivery decisions, and ensuring security operations align with industry best practices and regulatory requirements.
As a senior practitioner, you will act as a Subject Matter Expert...
MySource BPO Solutions Phils Inc.Mandaue, 6 km from Cebu City
OPERATIONS SUPPORT SPECIALIST
The Operations Support Specialist is responsible for ensuring the smooth and efficient operation of daily business processes within the contact center or operations team. This role involves managing communication...
Mandaue, 6 km from Cebu City
Job Description
Posted on 30 April 2026
Homemaker Furniture Corporation is seeking a proactive and detail-oriented Operations Supervisor to oversee daily store and warehouse operations. This role ensures operational efficiency, team productivity...