Job Description – Director, Operations

Department: Call Center Operations
Reports To: Managing Director

Employment Type: Full-Time

Work location: IT Park, Cebu

Work schedule: PH night shifts

Job Summary:

This role requires a multi-talented leader with deep customer care and progressive customer support work experience to help Qualfon evolve its customer care organization internally and externally specific clients and lines of businesses. The ideal candidate will be obsessive about setting and achieving targets, fostering a strong team environment across agents, and thinking strategically and analytically about how the next shift in performance, efficiency, effectiveness and strategic tactics will be made. This operations leader will be expected to connect the dots across business targets, user flows and experiences, tools/infrastructure, and operational capabilities.

This role will be expected to set and execute on a customer service strategy across Qualfon direct-to-consumer markets and to manage and oversee established and newly onboarded clients. In addition, this role will, in a matrixed capacity, lead an internal team, serve as the voice of the customer to executives across the business, work with product and engineering to proactively solve customer issues, build out and expand into a revenue-generating channel, and establish the analytical infrastructure to derive insights from customer care.

Key Responsibilities:

• Manage the group of accounts at the operational level, ensuring the metrics and results set by the client are achieved and consistently delivered.
• Develop and execute strategies to drive SLAs and KPIs for this client line of business.
• Establish and evolve reporting on SLAs, KPIs, and other relevant insights, regularly present data to leadership and to the clients’ liaisons.
• Manage the account to the optimal cost structure, drive profitability, and ensure achievement of the established financial results.
• Manage customer care support vendors and SaaS tool relationships as applicable on the account.
• Evaluate existing systems and processes and implement redesigns to improve KPIs and efficiency
• Establish clear and measurable goals for the customer service teams and track achievement of goals on a daily, weekly, and monthly basis.
• Oversee the deployment of technology and features that improve customer experience, alleviate the burden on its agents, and facilitate efficient operations
• Act as a change agent, systematically driving continuous improvement and operational excellence
• Stay abreast of overall business targets, schedules, and activities
• Work closely with other functions to be the voice of the customer, providing insight and metrics on historic and anticipated challenges
• Lead other groups to address customer-impacting issues, armed with clear, data-driven business cases
• Follow emerging trends and best practices in customer service to identify continuous improvement and efficiency/productivity opportunities
• Create and manage processes, to include timely requesting training classes and providing suggestions for improving / streamlining the curriculum to drive improved employee retention / experience
• Prepare forecasts of expenditures/costs, tickets, types of issues, escalations, budgets, etc.
• Manage the appropriate budgets, ensure appropriate staffing through workforce planning to deliver within contracted SLAs
• Be involved in overseeing the training and development of current/new hires to provide the level of service that exceeds customer expectations
• Ensure full compliance with all regulations, compliance, and audit reports

Required Skills and Experience:

• A minimum of a Bachelors’ degree is preferred, or equivalent work experience.
• Six Sigma certification(s) strongly preferred.
• 10+ years of sales, customer care, customer service, call center operations, and/or consulting experience are required
• 10+ years of experience in a people management role preferred
• 10+ years of experience in client relations management required
• 15+ years of experience in BPO/customer service/call-center required
• Experience with subscription services, billing or billing systems, and customer service
• Experience presenting to senior leadership, partnering cross-functionally, and driving change
• Complete understanding of call center operations, vendor management, operating procedures, and performance metrics; strong knowledge of CRM, call center software tools, and cloud-based telephony
• Demonstrated leadership and ability to work independently with minimal direction
• Demonstrated ability to lead in a complex, dynamic, matrixed environment
• Demonstrated ability to establish a positive working environment, coach, and guide teams
• Demonstrated ability developing streamlined onboarding and training programs into client programs and campaigns.
• Established competency in creating and rolling out customer service processes, policies, and procedures
• Highly developed problem-solving skills and sound decision-making combined with analytical experience are required; ability to analyze data, identify issues, and implement process improvements
• Ability to prioritize and manage multiple priorities successfully; proven ability to manage improvement projects

About the company

At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person’s life better. Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.