Operations Director for Awesome CX by Transcom

Operations Director for Awesome CX By Transcom

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be an Operations Director for Awesome CX by Transcom Davao site. The Operations Director is responsible for the general management of all the business units operating in his/her contact centers. This includes responsibility for all aspects of the business

.
Join our Awesome CX by Transcom Family as an Operations Direct

or
Essential Duties & Responsibiliti

es:
Efficien

• ciesEnsures overall revenue per employee contributions are in line with or exceed the company g
• oalsEnsures revenue contribution is measured for every direct individual and direct employee leader at every l
• evelImplement effective performance management procedures at individual and team levels to address weakne
• ssesEnsures efficiencies are accurately measured and repo
• rtedEnsures efficiency results are reported and reviewed on a 24-hour b
• asisIdentify issues at the earliest possible stage and escalate forecasted issues immediately with a summary of expected impact and actions taken to add

ress
Organiz

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

esign
Client Rel

• ationsInitiate regular and proactive contact with c
• lientsProactively seek to increase client r
• evenueSeeks to introduce deep dependencies and mutually beneficial client relatio

nships
Comm

• ercialsPrepares meticulously for commercial negotiations in advance and ensures risks and profit objectives are
• coveredEnsures revenue streams cover committed costs wherever p
• ossibleEnsures profitability is properly calculated prior to agreement and all costs (including capital investments) are accoun
• ted forDevelops agreements that incentivize client improvements in return for higher
• marginsEnsures all agreements are profitable and takes account of “end of contract” exp
• osures.Ensures minimum demand forecasting risks are taken by the company and are manageable with appropriate commercial r

emedies
Business

• PlanningDevelop 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 p
• atterns.Implements standard pr
• actices.Uses technology and innovation to ensure demand spikes are managed as effectively as p
• ossible.Measures and reports on customer experience by client’s obj

ectives.
Business De

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

resented.
Process and

• IntegrityEnsures that the company's standard procedures are implemented and complied with at
• all times.Ensures that all revenues and costs are effectively tracked and properly acco
• unted for.Continuously reviews procedures and implements imp

rovemen

• ts.
  CultureCreates an open and energetic culture at every level in the organization. Leads by example and establishes recognition from employees as a supportive, strong, and cred
• ible leaderEnsures that objectives are set for every member of the organization in line with the values and bus
• iness goalsImplements clear and objective recognition procedures at every level in line with the g
• roup policyImplements personal development plans and effective performance management procedures for al
• l employeesEnsures site security and appropriate welfare and protection o
• f employeesEnsures a high level of morale and a sense of loyalty to the company in each
• individualImplementing motivational activities such as team competitions and rew

ard schemes
Job Qualifications, Skills and

Experience:
Education

• al BackgroundHold a university degree or equivalent higher

qualification
W

• ork ExperienceAt least 5 years of Operations experience in a multi-site, multi-client, BP
• O environment.Minimum 2 years experience as an Operations Director (or equivalent) responsible for multiple clients ranging from small-medium (10-300FTE) to lar

ge (2000+ FTE)
Skil

• ls RequirementsStrong sense of personal stake and urgency in day-to
• -day managementAbility to forge positive, objective relationships with Operations an
• d Support teamsAdapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines, and conflicting and shif
• ting prioritiesAbility to foresee, dissect, and fix problems using a data-driven approach a
• nd common senseAppetite for challenges; driving projects, improvement opportunities,
• maturity modelsEffectiveness in articulating and persuading different levels in t
• he organizationExperience in creating compelling analyses, reports, and slides
• for executivesHands-on experience in Operations of medium to lar
• ge size clientsMust demonstrate a perceptive, thorough, and decisive approach to
• problem-solvingMust be diplomatic and enterprising in resolving conflicts an
• d disagreementsAbility to work independently and closely with the ass
• igned campaignsResilient optimism and a positive attitu
• de are desired.Ability to motivate, retain, and
• attract talent.Flexible with extending shif