Director, Operations

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.  

Do you have a strong command of and understanding of Leading People, Operations Functions and Operational Execution?   Are you one that AIMS HIGHER. REACHES FARTHER to achieve your targets? Can you ACT BOLD. BE PASSIONATE with a problem-solving mindset?  Can you BE ONE. HELP MANY in a way that provides a positive experience. Do you want to BE DIFFERENT. BE YOU and LEARN MORE. TAKE ACTION?  

JOIN OUR TEAM TODAY!  

Job Summary

We are hiring an experienced Site Director for Operations who can lead and be responsible for overseeing the day-to-day operations ensuring excellence in service delivery, operational efficiency, and client satisfaction. The role involves strategic planning, resource allocation, performance monitoring, and driving continuous improvement initiatives.

This position requires a person well-versed in all business matters as well as a competent leader. As the Director of Operations, you will be responsible for the strategic planning and execution of all Contact Center operations. Core duties include management and leadership of processes for the continuous improvement of customer experience. Tactical emphasis is on effective coaching, customer care, quality management, workforce planning, recruiting, and training. Performance metrics include quality, attendance, call efficiency, high conversion rates, staff utilization, employee culture, employee retention, and financial performance. Commitment to excellence demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

The Director’s success is measured by the organization’s ability to deliver on being the #1 Trusted Partner through Quality Performance while meeting monthly Call Attainment requirements. This is achieved through continuous integrity in all activities by ensuring an effective site client partnership, creating a high level of employee engagement and activities, achieving call center call efficiencies through the deployment of best practices, the continuous development of leadership, the achievement of financial targets and the achievement of performance metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.

Position: This position is Onsite (Cebu)

Role Reports into: Director/Vice President   

Job Responsibilities:  

• Oversee all site operations, ensuring adherence to corporate standards and local regulations
• Strong understanding of the local regulations and talent landscape
• Develop and execute operational strategies to achieve business objectives, improve efficiency, and exceed client expectations.
• Monitor workforce productivity and optimize resource allocation for maximum efficiency.
• Analyze data and trends to identify areas of improvement and implement corrective actions.
• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net revenue to clients
• Develop and maintain effective organization of responsibility, including efficient coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Foster a culture of accountability, collaboration, and continuous learning.
• Drive employee engagement and retention through effective communication, engagement and recognition.
• Managing metrics, ensuring customer satisfaction, and reporting statistical performance levels
• Monitor operational risks and implement mitigation strategies.
• Maintain robust processes for data security and privacy compliance.
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
• Maintain effective internal Quality Assurance (QA) programs fostering continuous improvement and client expectations
• Ensure adherence to all regulatory, legal, and contractual requirements.
• Ensure compliance with regulatory agency guidelines and standards
• Build and maintain strong, trusting, long-term partnerships with our clients, acting as the primary point of contact, ensuring consistent communication and alignment.
• Collaborate with clients and senior leadership to identify and implement process improvements and innovations to align operational goals with organizational priorities and client goals.
• Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction
• Prepare and manage operational budgets, ensuring cost-effectiveness and profitability.
• Develop and administer the annual department budget to attain business goals with operational stability
• Monitor financial performance and provide regular reports to senior leadership.
• Identify and implement cost-saving initiatives without compromising service quality.

Additional Requirements: Job Knowledge, Skills, and Qualifications:

• Bachelor’s Degree or related discipline or equivalent combination of education and experience is preferred.
• Minimum 7+ years of Call Center/Contact Center management experience; with demonstrated successful delivery of complex projects and programs across a span of 400+FTEs. BPO, digital cable, internet, and telecommunications vertical experience strongly desired
• At least five (5) years of Client Relationship Management, Account Management and Financial Management
• Working knowledge of data analytics, financial statement analysis, staffing models, scheduling and previous ownership of P&L
• Preferred Six Sigma/Lean experience
• Experience in developing and implementing programs and policies that support performance management, transformational change, change management, organizational growth, and employee development.
• Must be analytical, have excellent interpersonal/persuasion skills, verbal & written communication skills and the ability to work in a fast-paced environment, quickly changing start-up environment
• Thrive in a fast paced, multi-tasking, deadline driven environment that advocates and supports a change management philosophy.
• Exposure/experience working alongside C-Suite executives as well as Client executives and comfortable managing in a matrixed organization.
• Customer experience focus and mindset; ability to understand business challenges and to create solutions that positively impact the way people perform.
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Ability to organize and manage multiple projects and priorities simultaneously delivering on time results.
• Logical problem-solving skills, outstanding organizational skills and dedication to quality and integrity.
• Computer Skills: Microsoft O365, with advanced Excel skills, familiarity with Adobe Connect a plus

Benefits and Perks:

• Competitive pay based on experience + performance-based incentives!  
• Fun work environment, seasonal festivals – Bonanza. 
• Stable, full-time employment.
• Company paid health & life insurance benefits. 
• Opportunity for professional development.

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com.