Director Customer Experience

Alorica


Date: 1 week ago
City: Makati City
Contract type: Full time
  • Develop and execute the account's financial plan, including Profit & Loss.
  • Manage the program's financial performance drivers, such as attendance, headcount, attrition, compensation, and billing yield.
  • Lead Operations Managers to achieve client program KPIs and revenue objectives.
  • Create short and long-term performance strategies aligned with leadership vision and company direction.
  • Communicate strategy to the management team and cascade goals and objectives for desired results.
  • Empower a team of managers to focus on driving Reliability and Continuous Improvement for clients.
  • Collaborate with various teams to optimize resources, business intelligence reporting, and the performance management process.
  • Drive performance, client satisfaction, and new growth opportunities by leveraging the company's value to clients.
  • Bachelor's Degree in Business or related field, or equivalent relevant work experience.
  • 5 years of related Operational Management experience is required, with a preference for experience in a large Call Center/BPO environment.
    • Proven financial and business management record, including oversight of multi-million dollar P&L and management of
  • Previous client management experience in the Business Process Outsourcing industry is highly desired.

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