director for Operations- cebuAlorica

Requisition ID: 188208
Job Category: Operations
Location: Philippines-Cebu-Cebu-Cebu-Manila, PI.
Posted Date: 7/21/2022 1:57:17 PM
GET TO KNOW ALORICA
At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.
JOB SUMMARY
Your mission (should you choose to accept it) is to direct operations' teams and manage operations support functions in a matrix environment to achieve company and client program Key Performance Indicators (KPI's). You will be accountable for operational, financial, and program performance of an account or multiple accounts in a single or several call center locations.
KEY JOB RESPONSIBILITIES
Develop and execute the account/s financial plan, including Profit & Loss
Manage the drivers of the program financial performance, including attendance, headcount, attrition, compensation, and billing yield.
Lead Operations Managers toward the achievement of client program KPI and revenue objectives.
Develop and execute short and long term performance strategies aligned with leadership vision and company direction.
Responsible for communicating strategy to management team and cascading goals and objectives to achieve desired results.
Directs, leads, and empowers a team of managers to be focused on driving Reliability and Continuous Improvement for our clients.
Partner with respective Operational Support and Human Resources teams attract, develop and retain employees to meet client expectations
in an efficient and cost effective manner.
Identify areas for improvement and participates in strategic planning for department.
Coach, mentor and ensure employees have the tools necessary to perform their jobs.
Works on special projects as requested
JOB REQUIREMENTS
Minimum Education and Experience:
Must be amenable to working in Cebu
5 years related Operational Management experience required; Majority of management experience should be within a large call center, preferably within the Business Process Outsourcing industry.
Telco experience is also preferred
Proven record of financial/business management, including management of multi-million dollar P&L and oversight of
500 FTEs. * Previous client management experience in Business Process Outsourcing industry is highly desired.
Knowledge, Skills and Abilities:
Excellent interpersonal skills and the ability to interact and collaborate with across all organizational levels and with clients.
Demonstrates exceptional continuous improvement/transformational skills.
Ability to interpret and translate financial forecasts and metrics into short and long-term goals.
Ability to motivate and inspire a group of employees in a team environment to achieve performance goals.
Ability to deliver professional and logical presentations in front of key decision-makers.
Ability to make logical and effective decisions in a fast-paced environment. Excellent oral and written communication skills
WHY JOIN ALORICA?
Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much - that's why we're so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them.
Simply put, we want to make lives better...one interaction at a time. And to do that, we need the very best people to join us.
But please, allow us to entice you further! As an Alorica employee, you may receive:
Paid training
Flexible training schedules
Medical and dental benefits
Paid time off
Paid holiday
Employee discounts through client programs
Working at Alorica means potentially having the freedom to explore all kinds of career options - from customer service, training, and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed - because when you're at your best, that's when we're at our best.
So what do you say? Ready to take the next step?
Alorica

Cebu
Permanent
Full-time