Operations Director (Hybrid)

Work Setup: Hybrid Office and WFH Work Category: Full Time Work Schedule: Shifting/Rotational schedule Workforce Supervisor LOCATION Angeles City, Pampanga WORK SETUP Hybrid (2-3x a week) SCHEDULE Shifting JOB DESCRIPTION

• Manages the overall operations.
• Owns and implements the attendance management, attendance reporting, and production risk management process.
• Develops and improves processes for attendance monitoring and reporting, site capacity and utilization, uptime and production monitoring, and risk management process for these three processes.
• Monitors and ensures effective utilization of site capacity and planning.
• Analyzes data, discusses improvement opportunities, and recommends actions to the leadership team.
• Conducts audits to identify and address non-compliance in control center operating processes and procedures.
• Leads and operationalizes recovery plans for any large-scale downtime or production issues.
• Recommends follow-up actions to prevent recurrence of downtime or production issues.
• Implements training plans and coaching plans to equip Control Center Officers with the relevant skills needed for the job.
• Sets key performance indicators (KPIs) and goals for the control center.
• Manages team performance in achieving goals and KPIs.

• At least 5 years’ experience as a manager in business process outsourcing
• 2+ years’ experience in workforce management analysis and reporting
• Has experience in operations management.
• Has experience in project management.
• Knowledgeable in organizational effectiveness and operations management
• Experienced in reporting and forecasting – can create reports and forecasts from scratch, and can present findings and recommendations to different stakeholders in the organization.
• Can communicate well across different levels in the organization.
• Systematic in solving problems and managing risks.