Director of OperationsSupportNinja

Position Title: Director of Operations
Job Location: Clark Freeport Zone, Pampanga
Why we're awesome?
SupportNinja is redefining the outsourcing space. Our mission is to "Show the World a Better way to Outsource". What does this mean?
We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.
We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world's largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.
Be a Ninja and enjoy the following benefits:
Fun, fast-paced environment where you can stretch your creativity
Stress-free start up accounts
HMO upon hire + 1 dependent upon regularization!
Life Insurance upon hire
10 Paid time off upon regularization + 1 Birthday leave every year!
Competitive Salary
Primary Objectives:
To interact with the customers/clients in order to answer questions, resolve support issues, improve credibility, and nurture relationships.
Job Responsibilities: * Liaises with superior to make decisions for operational activities and set strategic goals
Plans and monitors the day-to-day running of business to ensure smooth progress
Directs Senior Operations Managers on planning and execution and provide constructive feedback for continuous personal development
Evaluates regularly the efficiency of business procedures 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.
Assists in developing strategies and implementation plans to improve and standardize all aspects of operations.
Oversees 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
Revise and/or formulate policies and promote their implementation
Reviews financial information and adjusts operational budgets to promote profitability
Qualifications: * Director of Operations in the BPO setting experience is required
More than 5 years experience as a Director of Operations in a contact center/BPO; 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.
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
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Philippines
Permanent
Full-time