Director Of Operations

RCReign International Manpower Agency

  • Pasig City, Metro Manila
  • Permanent
  • Full-time
  • 1 month ago
The Director of Operations is a senior leader responsible for overseeing and optimizing service delivery, client satisfaction, and operational efficiency across multiple BPO accounts or sites. This role ensures that business goals are achieved through effective leadership, data-driven decision-making, and continuous improvement in performance and service quality.Key Responsibilities:
  • Lead and manage overall BPO operations, ensuring performance meets SLAs, KPIs, and client expectations
  • Develop and implement strategies for improving operational performance, customer satisfaction, and profitability
  • Collaborate with clients to understand their evolving needs and deliver proactive, value-added solutions
  • Monitor site or account performance, using data and analytics to identify trends, risks, and opportunities
  • Directly supervise Operations Managers, Account Leaders, and Support Teams (e.g., Quality, Training, Workforce)
  • Ensure compliance with industry standards, data privacy, security policies, and labor regulations (e.g., DOLE, HIPAA, GDPR as applicable)
  • Drive operational excellence using Lean, Six Sigma, or similar continuous improvement methodologies
  • Partner with HR and Talent Acquisition on staffing, workforce planning, and retention strategies
  • Contribute to the companys growth strategy through client expansion, transitions, and new business onboarding
  • Prepare and present performance reviews, operational plans, and client reports to executive leadership

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