Director of Operations - Baguio

Responsible for the successful operation of a customer contact management site.Manages both human and material resources.Supports Sitel and clients in achieving service, quality and contribution goals.Demonstrates sound fiscal management in achieving profitability goals.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 facility.Provides leadership and management to associates.Strives to achieve overall associate satisfaction.Provides development opportunities for the site management team.Ensures that appropriate training and development is offered to supervisors.Working with peers, serves as an effective business partner to multi-site clients.Supports the broader business line and corporate units to achieve goals.Represents Sitel as a leading business presence through local community involvement.QUALIFICATIONS7-9 years of industry-related experience, including 2-4 years of contact center managerial experience or 10+ years of professional-level business management experience, including 2-4 years managerial experience.4-year college degree or equivalent directly related work experienceDemonstrated strong fiscal management skills in a P&L environment.Excellent leadership and interpersonal skills.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.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.Sitel is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, age, marital status, veteran status or disability status.

As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With over 30 years of industry experience, Sitel’s 56,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation.