NTT

4 months ago

BPO Senior Director

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead end-to-end operations for a large Life and Annuity Insurance contact center program, stabilizing transitioned processes and setting operational/tactical plans to meet SLAs. Direct and manage a contact center team of managers, supervisors, and customer service associates, ensuring strong customer experience and performance. Provide guidance, training, and leadership to inspire team success, build cohesive collaboration, and oversee day-to-day activities and technical issue readiness.

Location: Manila

Workplace: Remote

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Provide direction and guidance for end-to-end operations and results for a major department within the program.
•Stabilize transitioned processes and develop operational and tactical plans to ensure SLA adherence.
•Monitor and manage contact center performance, including technical issue and agent downtime readiness.
•Lead and manage a contact center team of managers, supervisors, and customer service associates to achieve organizational objectives.
•Develop strategic and operational business plans; make decisions impacting financial operations for large client engagements.

Key Requirements

•Requires 15 years of relevant experience.
•Includes 10 years of managerial/leadership experience.
•Operations position with P&C and/or Life Insurance background.
•Proven track record of exceeding customer experience with team motivation and customer service performance results.
•Expert knowledge of project management principles and methodologies, plus advanced budgeting, financial, and P&L skills.

Experience:15+ years

Skills:LeadershipInterpersonal skillsClient relationship skillsInterpersonal guidanceStrategic planning

Tech Stack:Ethernet

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT