Position Description: Operations Director, Customer Contact Centres
Company Overview:
We’re an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.
This role will be supporting Vocus Consumer, a leading telecommunications and utilities company committed to delivering exceptional customer experiences. We pride ourselves on innovation, integrity, and a customer-centric approach that sets us apart in the industry.
Consumer is made up of our two challenger brands.

• i Primus providing NBN and Mobile products and services
• Dodo, providing our customers with NBN, Mobile and Energy products and services.

Role Overview:
As the Operations Director, Customer Contact Centres, you will be responsible for overseeing all aspects of our contact center operations in Manila, Philippines. You will lead a large team of ~600 customer service representatives and support staff, ensuring operational excellence, efficiency, and a superior customer experience. This role reports directly to the General Manager Customer Contact Centre’s.
Key Responsibilities:

• Operational Leadership: Provide strategic direction and leadership to the contact center operations team to achieve business objectives and exceed performance metrics.
• Team Management: Manage and develop Operation Managers and supervisors, fostering a culture of high performance, continuous improvement, and employee engagement.
• Performance Management: Establish and monitor key performance indicators (KPIs) for the contact center, ensuring targets are met or exceeded consistently.
• Process Optimisation: Drive process improvement initiatives to enhance operational efficiency, streamline workflows, and optimize resource allocation.
• Customer Experience: Champion a customer-first mindset across the contact center, ensuring that all interactions are handled with professionalism, empathy, and effectiveness, ensuring key customer targets are met or exceeded
• Technology Utilisation: Leverage technologies and platforms to improve service delivery, enhance customer satisfaction, and enable effective reporting and analytics.
• Stakeholder Communication: Collaborate closely with other departments such as IT, HR, and Marketing to align contact center operations with overall business objectives.
• Budget Management: Manage the contact center budget effectively, ensuring optimal resource utilization and cost efficiency.
• Compliance: Ensure adherence to all relevant legal and regulatory requirements governing contact center operations.

Qualifications:

• Proven experience (10+ years) in a senior leadership role within a contact center environment, ideally in a fast-paced, customer-focused industry.
• Strong understanding of contact center operations, including technology, workforce management, and performance metrics.
• Demonstrated success in driving operational excellence and achieving KPI targets.
• Excellent leadership and people management skills, with the ability to motivate and inspire a diverse team.
• Strategic thinker with the ability to translate business goals into actionable plans.
• Outstanding communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.

WHAT SUCCESS LOOKS LIKE

• Excellent feedback from internal and external customers and clients.
• Achievement of own and campaign’s KPIs with a focus on treating our people as our most important resources.
• Improvement of operational performance and mitigate any process risks in implementing new processes.
• Support entire operational teams across multiple LOB's for two key Australian brands (i Primus/Dodo) for this client.
• Client partner in creating new operational rhythms that adhere to client’s focus on minimizing risk and high returns from CSAT/NPS metrics
• Leading the cultural shift in making our account #1 and a great place to work in.

WHAT WE VALUE
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Collaboration: Harnessing collective genius through teamwork and shared vision.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each with other.

Additional Information:

• This position is based in Manila, Philippines and may require occasional travel to Melbourne Australia.
• Competitive salary and benefits package commensurate with experience.
• Acquire BPO is a business outsourcer with a vision is to connect organizations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.

Job Type: Full-time
Schedule:

• Shift system

Application Question(s):

• Are you willing to travel to Australia?
• When are you available to start?
• How much is you current/ previous and asking salary?
• Please give a breakdown of the accounts you handled and their years of experience.

Experience:

• BPO: 10 years (Preferred)
• Managerial: 5 years (Preferred)
• Operations Director: 2 years (Preferred)