Operations Director

Transcom is looking for talented individuals like you to join our awesome team! Be the next Operations Director for our Transcom Bacolod site.

Join our Transcom Family as Operations Director!

The Operations Director is responsible for the general management of all Transcom Worldwide business units operating in his/her contact centers. This includes responsibility for all aspects of the business.

Essential Duties & Responsibilities:

Efficiencies

• Ensures overall revenue per employee contributions are in line with or exceed TRANSCOM goals
• Ensures revenue contribution is measured for every direct individual and direct employee leader at every level.
• Implement effective performance management procedures at individual and team levels to address areas of weakness.
• Ensures efficiencies are accurately measured and reported.
• Ensures efficiency results are reported and reviewed on a 24-hour basis.
• Identify issues at the earliest possible stage and escalate forecasted issues immediately with a summary of expected impact and actions taken to address

Organization

• Implementing/maintaining a standard TRANSCOM organization structure and reporting any anomalies with justifications. Seek approval from Executives for any non-standard appointments.
• Taking client needs and commercial contributions into account for organization plans and making sure that client objectives are met through appropriate appointments and organizational design.

Client Relations

• Initiate regular and proactive contact with clients
• Proactively seek to increase client revenue
• Seeks to introduce deep dependencies and mutually beneficial client relationships.

Commercials

• Prepares meticulously for commercial negotiations in advance and ensures TRANSCOM risks and profit objectives are covered.
• Ensures revenue streams cover committed costs wherever possible.
• Ensures profitability is properly calculated prior to agreement and all costs (including capital investments) are accounted for.
• Develops agreements that incentivize client improvements in return for higher margins.
• Ensures all agreements are profitable and takes account of “end of contract” exposures.
• Ensures minimum demand forecasting risks are taken by TRANSCOM and are manageable with appropriate commercial remedies.

Business Planning

• Develop and deliver accurate budgets and forecasts within defined corporate time scales.
• Ensures that demand forecasting is as accurate as possible and that the resource deployed is matched effectively to demand.
• Considers employee impact of resource scheduling and avoids anti-social and undesirable shift patterns.
• Implements TRANSCOM standard practices.
• Uses technology and innovation to ensure demand spikes are managed as effectively as possible.
• Measures and reports on customer experience in accordance with client’s objectives.

Business Development

• Ensures all staff acts as ambassadors and salesmen/women of the company at all times.
• Ensures excellent and effective pre-sales support.
• Always meet or exceed commitments made to clients.
• Ensures efficient sales activity seeking to obtain TRANSCOM benefits whenever possible.
• Ensures that brand identity is accurately represented.

Process and Integrity

• Ensures that TRANSCOM standard procedures are implemented and complied with at all times.
• Ensures that all revenues and costs are effectively tracked and properly accounted for.
• Continuously reviews procedures and implements improvements.

Culture

• Creates an open and energetic culture at every level in the organization. Leads by example and establishes recognition from employees as a supportive, strong, and credible leader
• Ensures that objectives are set for every member of the organization in line with TRANSCOM values and business goals
• Implements clear and objective recognition procedures at every level in line with TRANSCOM group policy
• Implements personal development plans and effective performance management procedures for all employees
• Ensures site security and appropriate welfare and protection of employees
• Ensures a high level of morale and a sense of loyalty to TRANSCOM in each individual
• Implementing motivational activities such as team competitions and reward schemes

What we are looking for:

To be successful in this role you must…

• Hold a university degree or equivalent higher qualification
• At least 5 years of Operations experience in a multi-site, multi-client, BPO environment.
• Minimum 2 years experience as an Operations Director (or equivalent) responsible for multiple clients ranging from small-medium (10-300FTE) to large (2000+ FTE)
• Strong sense of personal stake and urgency in day-to-day management.
• Ability to forge positive, objective relationships with Operations and Support teams.
• Adapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines, and conflicting and shifting priorities.
• Ability to foresee, dissect, and fix problems using a data-driven approach and common sense.
• Appetite for challenges; driving projects, improvement opportunities, maturity models
• Effectiveness in articulating and persuading different levels in the organization.
• Experience in creating compelling analyses, reports, and slides for executives.
• Hands-on experience in Operations of medium to large size clients.
• Must demonstrate a perceptive, thorough, and decisive approach to problem-solving.
• Must be diplomatic and enterprising in resolving conflicts and disagreements.
• Ability to work independently and closely with the assigned campaigns.
• Resilient optimism and a positive attitude are desired.
• Ability to motivate, retain, and attract talent.
• Flexible with extending shifts when needed.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO
• Meal & Transportation Allowance
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Scholarship Program
• Retirement Fund
• Free Meal & Medicine (through Transcom’s Tap Card Rewards)
• Loyalty Incentives
• Accidental & Life Insurance
• Free Shuttle Service

What Life at Transcom is like!

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.