at Qualfon

Date Posted: 6/22/2019

Job Description

Job Summary

This description goes for the Group 01 Operations Director.

1. Staff Management

  • Ensures overall wellbeing of people, finance, operations, administration, Foundation and Client Care
  • Staff meetings
  • Provide leadership and management training, leading towards the vision necessary to ensure the success of the business every day,
  • One-on-one Counseling Sessions
  • Labor compliance of the operative group.
  • Ensure operation expectations satisfaction.

2. Operations goals and Client Satisfaction achievement

  • Identifies Operational efficiencies.
  • Ensures Operational KPI’s, SOW and MSA’s are complied.
  • Ensures Qualfon Operational standards of QGBM to meet clients’ needs.
  • Ensures that managers and supervisors to have the necessary tools to provide quality service and achieve goals.
  • Make recommendations and implement new QA processes or procedures based on these findings.

3.  Meets and exceeds  Financial results:  Revenue and EBIT 

  • Participates and explain the financial reports with full knowledge, once a month.
  • Ensures daily productivity of the campaigns.
  • Controls operating expenses, administrative review and control of cash flow (petty cash), weekly.
  • Responsible for cost control and expansion investment, as well as compliance with procurement policy according to each project.
  • Ensures compliance with the annual audit report, as well as internal controls on a quarterly basis.
  • Understands and Maximizes impact on financial performance of the customer operations department.

4. Ensures budgeting results.

  • Ensures company policies and procedures are applied to ensure budget management.
  • Manages the elaboration and control of local operations budget.
  • Controlling operating expenses
  • Monitoring payroll correspondence with authorized budget.

5. Operations Staffing

  • Ensures goals of staffing are met according to:
    • Client Requirements
    • Attrition
    • New Project
    • Peak seasons

6. Identifies New Business Opportunities.

  • Contributes to presentations for new business opportunities.
  • Leads the "Marketing intelligence" of the group in charge leaning specialty areas
  • Supports  Sales / Client relations team when required

7. Adheres to all Human Development needs.

  • Supports HDD initiatives and projects.
  • Identifies and monitors Human Resources indicators
  • Employees’ conflict resolutions
  • Drives performance
  • FGD (Focus Group Discussions)
  • Development trainings

8. REPORTS: Daily, Weekly and Monthly Reports

  • Analyzes statistical reports and other documentations to identify trends and implement enhancements to overall performance
  • Makes recommendations and implement new processes or procedures based on these findings
  • Ensures accuracy of the reports.
  • Reviews data given by clients to guarantee its reliability.
  • Promptly sends disputes to correct the reports provided by the client.

9. Ensures Employee Satisfaction and Retention

Area of expertise (Skills)

Experience of mininmum 4 years managing +1500 FTE's in Call Center industry. 

Other Skills and Experiences (Min)

Leadership Training, Six Sigma, Leading Management


Bachelor Degree

Job Snapshot

About Us

Your Qualfon career starts right here. Qualfon is growing and we are seeking individuals that are looking to grow with us. Our foundation is our people and they are the primary reason we exist… to create opportunity. Opportunity for a new job, opportunity to have a fun and respectful work environment, opportunity to receive the support that you need both personally and professionally to grow in your own life’s vocation, and the opportunity to be a part of something bigger… the Qualfon family and the communities in which we live and work.

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