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

1. Total years of experience in BPO/BPS/Contact Center/Shared Services/CX?

2. How many years in Director/Senior Operations Leadership roles?

3. What is the largest workforce (FTEs) you have managed directly/indirectly?

4. How many accounts/sites/business units have you managed simultaneously?

5. Do you have hands-on P&L and financial management experience?

6. What is your experience with digital transformation, automation, AI, or operational excellence?

7. Have you managed global/North American clients?

8. Are you willing to work onsite in Taguig on a night-shift/shifting schedule?

9. Last Drawn Salary:

10. Salary Expectation:

11. Notice Period/Availability:

12. 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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