Contact Center Operations Director

Overview
The Operations Director is responsible for building, managing, and expanding the Contact Center with a scale of 500+ agents. This role requires outstanding leadership in customer service, operations management, senior personnel management, and the application of modern technologies to optimize operational efficiency, ensure excellent customer experience, and drive sustainable organizational growth.
Responsibilities
• Develop and implement operational strategies to optimize efficiency (customer processes, supplier processes, resource allocation, and 24/7 customer management).
• Build and maintain a customer service-oriented culture, ensuring consistent and professional experiences across all channels.
• Monitor and report KPIs and SLAs of projects, the Contact Center, and assigned teams; make timely adjustments to achieve performance goals.
• Design incentive schemes to boost performance and maintain employee engagement.
• Manage and develop the workforce, including recruitment, training, performance evaluation, and development of Managers/Senior Managers.
• Coordinate multiple complex projects simultaneously, ensuring timelines and quality delivery.
• Establish and manage operating procedures tailored to each client and project to ensure consistent cash flow in line with signed contracts.
• Oversee financial management of projects: cost calculation, P&L (Profit & Loss) management, personnel cost control, operational expenses, and efficiency optimization.
• Act as the focal point for contracts and customer care: negotiation, conflict resolution, ensuring company benefits and customer satisfaction (both within and outside the group).
• Participate in cross-functional meetings and regular client meetings (weekly/monthly/yearly) to share insights, address issues, and propose improvements.
• Apply new technology systems (CRM, AI chatbot, voicebot, speech analytics, etc.) and deploy Contact Center 4.0 solutions (multi-channel, automation).
• Manage risks and make timely, sound decisions in emergency situations to ensure safety and operational efficiency.
• Participate in other tasks assigned by the General Director.