Director of Operations

Logistik, försäljning och verksamhet · Leveranskedja och transport · Logistikhantering · Försäljningsledning

I korthet

Transcom is seeking a Director of Operations for its Davao, Philippines site to manage business units, drive profitability, and ensure client satisfaction. The role requires strong leadership in operational efficiency, client relations, financial management, business planning, and fostering a positive company culture.

Ansvarsområden

General management of Transcom Worldwide business units operating in contact centers.
Achieve budgeted net profit targets for CRM business operations.
Ensure revenue per employee contributions meet or exceed TWW goals.
Implement effective performance management procedures at individual and team levels.
Accurately measure and report efficiencies on a 24-hour basis.
Identify and escalate forecasted issues with summaries of impact and actions.
Ensure recruitment processes follow company standards.
Maintain a standard TWW organization structure and report anomalies.
Initiate regular and proactive contact with clients.
Proactively seek to increase client revenue.
Prepare meticulously for commercial negotiations, covering TWW risks and profit objectives.
Develop agreements that incentivize client improvements for higher margins.
Develop and deliver accurate budgets and forecasts.
Ensure demand forecasting is accurate and resource deployment is matched effectively to demand.
Measure and report daily on customer experience.
Ensure all staff act as ambassadors and salesmen/women of the company.
Ensure excellent and effective pre-sales support.
Ensure sales activities operate in line with TWW policy.
Ensure TWW standard procedures are implemented and complied with.
Continuously review procedures and implement improvements.
Create an open and energetic culture at every level.
Set objectives for every member of the organization in line with TWW values.
Implement personal development plans and effective performance management procedures.
Ensure site security and appropriate welfare and protection of employees.
Ensure a high level of morale and a sense of loyalty to TWW.

Krav

Hold a university degree or equivalent higher qualification.
Proven and successful track record of effective leadership with Commercial and Operational responsibility in the CRM or a closely related industry.
Good understanding of CRM best practice and markets.
Client Relations and/or Sales contact experience.
Experience with P&L management and associated financial practices.
Possess an ambassadorial presence.

Förmåner

Day 1 HMO
Meal & Transportation Allowance
Rice Subsidy
Clothing Allowance
24/7 Teleconsult
Free Psychologist Consultation
In-house & Online Pharmacy
Scholarship Program
Retirement Fund
Free Meal & Medicine (through Transcom’s Tap Card Rewards)
Loyalty Incentives
Accidental & Life Insurance
Free Shuttle Service

#Operations Leadership#CRM

Om Transcom

Transcom provides digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintechs, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 33,000 employees work in 90 contact centers and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation, and backoffice services. We help our clients drive their brands forward, customer satisfaction up, and operating costs…

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