Director of Operations
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Position Title: Director of Operations

Job Location: Clark Freeport Zone, Pampanga

Why we’re awesome?

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”. What does this mean? 

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors. 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary

Primary Objectives:

To interact with the customers/clients in order to answer questions, resolve support issues, improve credibility, and nurture relationships.

Job Responsibilities:

  1. Liaises with superior to make decisions for operational activities and set strategic goals
  2. Plans and monitors the day-to-day running of business to ensure smooth progress
  3. Directs Senior Operations Managers on planning and execution and provide constructive feedback for continuous personal development
  4. Evaluates regularly the efficiency of business procedures according to organizational objectives and apply improvements; Implements, manages and evaluates operation processes and procedures, in accordance with the standards and procedures set out by the organization.
  5. Assists in developing strategies and implementation plans to improve and standardize all aspects of operations.
  6. Oversees customer support processes and directs its organization to enhance customer satisfaction
  7. Keep up to date with industry trends and identifying areas of opportunity to drive improvements, as well as maintaining all content moderation guidelines, reference documents, and training materials
  8. Works with leadership to set team and individual KPIs and provide regular, actionable feedback
  9. Revise and/or formulate policies and promote their implementation
  10. Reviews financial information and adjusts operational budgets to promote profitability

Qualifications:

  1. Director of Operations in the BPO setting experience is required
  2. More than 5 years experience as a Director of Operations in a contact center/BPO; 10+ years experience in the Operations
  3. An assertive character that can work independently, yet function in a team environment.
  4. Excellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational skills.
  5. Ability to direct and manage in a fast-paced, rapidly changing environment while managing multiple priorities.
  6. Ability to manage a diverse workforce.
  7. Experience in managing both internal (in-house) and external (remote - work from home) operations from a strategic perspective is preferred
  8. Strong commercial understanding and previous accountability for profit targets.

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.