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Director of Operations - BAGUIO CYBER

Date: Feb 14, 2018

Location: Baguio, Philippines, PH

Req #: 59741-en_US

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ABOUT US

 

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.

 

 

SUMMARY OF RESPONSIBILITIES

Responsible for the successful operation, strategic direction and financial contribution of a customer contact management site, managing both human and material resources

Support both Sitel and the Client in achieving service, quality and contribution goals

Demonstrate sound fiscal management in achieving profitability goals to EBITDA level and proactive cash flow management

Responsible for operating systems, policies and procedures within the site, including development, implementation and continual improvement of processes to best achieve overall business goals

Responsible for leading process improvement efforts within the site, as well as generating and delivering successful change initiatives

Provide leadership and management to site leadership team and staff

Ensure development of site leadership team via succession planning and leadership development

Ensure training and development for supervisors

Create a high performance environment through regular communications via team meetings, monthly one-on-ones and performance reviews with all direct reports, verifying performance against operational and financial metrics and managing underperformance through improvement plans

Serve as an effective business partner to multi-site clients, working in conjunction with peers; supports the broader business line and corporate units to achieve goals

Ensure action plans are in place and regularly reviewed to drive improvements in retention, attendance and employee satisfaction

Represent Sitel as a leading business presence through local community involvement

Understand and comply with all company and client security requirements

Proactively manage and is responsible for all health and safety issues, ensuring a safe working environment

With regard to compliance, the incumbent:

  • Take personal responsibility to understand and comply with all company and client security requirements and policies
  • Is responsible and accountable for the proactive implementation and ongoing operational adherence to the Sitel and client contractual security policy requirements and legal compliance to all appropriate legislation within the site
  • Ensure that all Sitel contract and permanent staff at the site (of any function) comply fully with the security policies and requirements of Sitel and its Clients, as any risks taken within the site may impact   revenue responsibilities
  • Ensure all staff working at the site is given an appropriate level of knowledge/awareness to be able to apply and comply with the security policies within the context of their role and take appropriate corrective actions when non-compliance is identified

     

WORK EXPERIENCE

5+ years industry-related experience, including 2 to 4 years contact center managerial experience, or 10+ years professional level business management experience, including 2 to 4 years managerial experience.

 


EDUCATION

Degree or equivalent directly related work experience

 

 

SKILLS

Demonstrated strong fiscal/commercial management skills in a P&L environment (to EBITDA level)

Excellent leadership and interpersonal skills, with a driven style 

Excellent verbal and written communication skills

Demonstrated strong facilitation and presentation skills 

Demonstrated strong project management and planning skills in order to successfully manage multiple, simultaneous projects

Good organizational, time management, problem-solving and decision-making skills

Solid computer skills, including use of products in the Microsoft Office suite

 

 

KNOWLEDGE /ABILITIES

Demonstrated strong ability to analyze processes, enact change and think operationally and strategically to achieve business goals

Demonstrated ability to manage large groups of people (100+) in a site environment and to work effectively as a business partner within a larger client framework

Demonstrated ability to successfully manage excellent customer/client relationships


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