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Company Introduction

Logix BPO is an Award Winning BPO and RPO, with operational teams across the Philippines, headquartered from Cebu City.

We are one of the fastest growing and reputable Recruitment Process Outsourcing companies in the world, and with a growing reputation in BPO as well across Asia, a wonderful and supportive culture, we strive to continue rapid growth through 2023, delivering on our virtues and exceptional talent acquisition. 

Logix BPO are now looking to hire an Operations Director, to lead our global teams, ensure excellence is delivered to our customers, and that both our operational infrastructure and operational processes are world class.

Job Role & Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc – alongside Head of Finance)
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance the performance of their team and offer on-going developmental coaching • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Provide CEO with deep monthly insight report on team performance, happiness, concerns as well as client health and performance
• Participate in cross functional meetings to review information received from operational support functions – Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Support sales with the creation of sales proposals and delivering insights against RFP from prospect clients
• Attend business reviews with the client
• The Operations Director will have direct reporting ownership of Client Success Manager, HR Manager, Marketing Manager, IT Manager and Recruitment Manager (all of which have their own subsidiary teams)

Qualifications

• Associate’s Degree in related field with more than fives years of operational management experience
• Call center experience preferred
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule
• A natural characteristic of leadership. To lead by example, act as a role model and demonstrate best practice standards across the company