Director of Operations for Travel (Bacolod)

The Opportunity | Director of Operations (Travel)In this role, you will organize and oversee the daily operations of our company. You will be the one to ensure that our business is well-coordinated and productive by managing its procedures and coaching its people. The area of responsibility for this role is vast and thus requires thorough knowledge of various company processes. The ideal candidate must be competent and able to plan many operational activities.

You will always look to implement the most efficient business ways. Your efforts will focus on finding and implementing the most efficient ways to run different Accounts for Telco, overseeing the accomplishment of production and financial objectives, and playing an essential role in managing the relationship with the corporate client.

As a Director of Operations (Travel), Your Role Will Include…Primarily handle operations and may also be required to manage multisite operations. Selects managers, and develops a high-performing team of managers, supervisors, and agent-level staff. Consistently demonstrates a commitment to company values.

Makes business decisions based on client contract terms, ensures adherence to client contracts, and participates in the setting andmeeting of project goalsSets and measures department goals and metrics to develop a process that exceeds customer expectations. Prioritizes resources across various projects to gain optimal impact for our customers, our company, and our employees. Demonstrates commitment to employee development.

Creates a positive work environment that encourages employee participation and values the contribution of all employees. Develops tactics to address employee issues to improve morale while improving performance. Creates an environment that enables mission-critical information to pass between functions quickly and completely.

Acts as a liaison with other departmental functions and coordinates with other departments to ensure goals are aligned, constant communication is available, and the overall call center operation is providing quality customer experience efficiently and effectively. Actively participates in the effective coaching and counseling of staff members.

Utilizes new technologies, processes, and training to constantly improve productivity and achieve a scalable infrastructure that meets the needs of a growing organization. Fosters the sharing of best practices within and between groups. Develops or assists with the development and implementation of policies and procedures consistent with organizational standards to ensure operational efficiency, safety, and security.

Strategic planning and execution to enhance profitability, productivity, and efficiency. Develop and direct the management of the Customer Call Centre to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through upsells and promotional programs, and improved employee product knowledge and training. Implement processes and systems that will generate higher productivity and revenue.

Oversees the supervision of personnel, which includes work allocation, training, and problem resolution; evaluates performance andrecommendations for personnel actions, motivates employees to achieve peak productivity and performance. Provides advice and assistance to senior management in the planning, implementation, and evaluation of modifications to existing operations, systems, and procedures.

Continuously investigate and introduce process improvement measures and present suggestions to sr. leadership for consideration. Participate in vendor negotiations to ensure product relevance and cost efficiency. Develops annual operating budgets and provides fiscal direction for the department. Experienced in managing and supporting Travel accounts. Client relationship skills in managing Travel campaigns.

Bachelor’s and advanced degree, specialized training, with at least 8 years of previous related experience directly related to the duties and

responsibilities specified. Computer literate with proficiency in MS Word, MS Excel, and MS PowerPoint. Six Sigma black belt is strongly preferred. Competent in decision-making and problem-solving. Excellent oral and written communication skills. Knowledge of marketing strategies, operational processes, and efficiency. Program planning and implementation skill s.