OVERVIEW

Job Description – Director, Operations

Department: Call Center Operations

Reports To: Managing Director

Employment Type: Full-Time

Work location: IT Park, Cebu

Work schedule: PH night shifts

Job Summary

This role requires a multi-talented leader with deep customer care and progressive customer support work experience to help Qualfon evolve its customer care organization internally and externally specific clients and lines of businesses. The ideal candidate will be obsessive about setting and achieving targets, fostering a strong team environment across agents, and thinking strategically and analytically about how the next shift in performance, efficiency, effectiveness and strategic tactics will be made. This operations leader will be expected to connect the dots across business targets, user flows and experiences, tools/infrastructure, and operational capa...