Director, Consulting Delivery - / Contact Center
Gratitude Inc
Director, Consulting Delivery – BPO / Contact Center
Location: Taguig
Work Setup: Onsite
Schedule: Night Shift / Shifting
Start: ASAP
Foreign nationals welcome – Working visa processing and relocation assistance available
We are seeking a seasoned BPO / Contact Center Operations Director to lead large-scale operations, drive P&L performance, client growth, operational excellence, digital transformation, and high-performing leadership teams across multiple accounts/business units.
NON-NEGOTIABLE QUALIFICATIONS
12+ years of BPO, BPS, Contact Center, Shared Services, or Customer Experience experience.
5+ years in a Director, Senior Operations Leader, or equivalent executive role .
Proven experience managing 100+ FTEs , preferably across multiple accounts, sites, or business units.
Strong P&L, financial management, budgeting, forecasting, and business development experience.
Proven track record in client growth, profitability, service delivery, and operational performance .
Strong experience in Operational Excellence, Continuous Improvement, Automation, and Digital Transformation .
Executive-level client and stakeholder management experience, preferably supporting global/North American clients .
Bachelor's degree in Business, Engineering, Management, or related field.
KEY RESPONSIBILITIES
Lead multiple BPO operations, ensuring delivery of quality, productivity, SLA, CX, and financial targets .
Own P&L, budgeting, forecasting, cost optimization, and profitability .
Build and strengthen executive-level client relationships , supporting retention, growth, and new business opportunities.
Drive operational excellence, process optimization, automation, AI/digital transformation, and continuous improvement .
Lead transitions, transformations, and strategic initiatives across accounts/business units.
Develop and mentor senior leaders , build succession plans, and strengthen organizational capability.
Partner with global stakeholders and cross-functional teams to execute strategic business priorities.
Drive governance, risk management, compliance, and business continuity.
Analyze operational and financial data to identify risks, opportunities, and actionable strategies.
IDEAL PROFILE
BPO Operations Director | Contact Center Director | BPS Director | Delivery Director | Operations Director | Senior Operations Leader | Service Delivery Director
Strong business acumen, executive presence, analytical ability, strategic thinking, stakeholder management, presentation, negotiation, and people leadership are essential.
Preferred: Multi-country/multi-site operations, Financial Services/Healthcare/Technology BPO, Lean Six Sigma , AI-enabled operations, automation, workforce optimization, and digital transformation.
PRE-SCREENING QUESTIONS
Total years of experience in BPO/BPS/Contact Center/Shared Services/CX ?
How many years in Director/Senior Operations Leadership roles?
What is the largest workforce (FTEs) you have managed directly/indirectly?
How many accounts/sites/business units have you managed simultaneously?
Do you have hands-on P&L and financial management experience?
What is your experience with digital transformation, automation, AI, or operational excellence ?
Have you managed global/North American clients ?
Are you willing to work onsite in Taguig on a night-shift/shifting schedule ?
Last Drawn Salary:
Salary Expectation:
Notice Period/Availability:
Current Location/Nationality: (for visa/relocation assessment)
Ready to lead large-scale BPO operations and drive business transformation? Apply now with your updated CV!
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