Associate Director of Operations

About our client:
Our client is recognized as a global leader in the BPO industry, with key offices in the USA, Mexico, and the Philippines. Known for exceeding client expectations and consistently outperforming competitors, they serve top-tier customers across the globe. With over 10,000 employees and 24x7 operational centers, they have a strong, committed executive team and a company culture that perfectly balances client delivery and employee engagement. This supportive and growth-focused environment allows employees to excel and deliver an exceptional customer experience.

Work Model: Primarily office-based
Location: Quezon City or Laguna
Shift: Mostly Graveyard shift

Position Overview
Are you an experienced operations leader looking to elevate your career in the BPO industry? As Associate Director of Operations, you’ll lead a team of Operations Managers and drive excellence across multiple accounts. This role provides the opportunity to shape customer engagement strategies, enhance operational efficiency, and foster a culture of excellence within a globally recognized organization.

If you’re ready to contribute to a forward-thinking company that sets industry benchmarks, we want to hear from you.

Core Responsibilities

• Lead and manage operational strategies across multiple call centers, ensuring alignment with client expectations and corporate goals.
• Mentor and support a team of Operations Managers by setting performance standards, driving accountability, and fostering professional growth.
• Implement effective solutions to enhance customer interactions, streamline processes, and ensure the delivery of exceptional customer experiences.
• Drive continuous improvement through performance monitoring, troubleshooting, and the implementation of quality assurance initiatives.
• Collaborate with cross-functional teams to optimize operational performance and achieve financial targets.
• Provide data-driven insights and reports to guide decision-making and support business growth.
• Stay informed on industry trends and best practices to maintain competitive and future-ready operations.

What We Look For

• Bachelor’s degree in any discipline (Master’s degree preferred).
• 5+ years of experience in operations leadership within the BPO industry, with a proven track record managing large teams and accounts.
• Demonstrated expertise in leading teams of Operations Managers, overseeing operations of 100+ FTEs.
• Strong leadership, communication, and strategic thinking skills, with a history of driving high performance.
• Proficiency in problem-solving, adaptability to flexible work schedules, and a commitment to continuous improvement.
• Willingness to work in Quezon City or Laguna - primarily in-office, with flexibility for shifting schedules.

This is more than just a job—it’s an opportunity to make a meaningful impact within a global organization that values growth, innovation, and excellence. Apply now to take the next step in your career and help shape the future of customer service operations.

‍