site Director (dumaguete site)Wonders Corporation

Job Description:
The successful candidate will possess strong leadership skills within a large call center environment. This Director will manage all aspects of operations within this centralized call center to ensure that customer calls and requests are being handled timely, efficiently, and accurately.
Position Highlights:
Directs and manages the daily operations of Wonders Dumaguete Site to achieve performance and quality goals.
Implement, manage and evaluate operation processes and procedures, in accordance with the standards and procedures set out by the organization.
Ensure that operational processes stay within agreed upon budgets and timelines.
Assist in developing strategies and implementation plans to improve and standardize all aspects of operations.
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Requirements
Position Qualifications:
1-2 years experience as Director of Operations
Experienced managing 300+ FTEs
Experience leading process improvement initiatives.
Bachelor's degree required.
Wonders Corporation

Dumaguete City, Negros Oriental
Permanent
Full-time