What We Offer:

• Internet Allowance
• Health Insurance
• Tuition Reimbursement
• Work-Life Balance Initiatives
• Rewards & Recognition

What You’ll Be Doing:

Strategic Transformation and Governance:

• Develop and implement comprehensive excellence frameworks to drive global performance and operational efficiency.
• Design and maintain performance measurement systems for technology departments, ensuring alignment with organizational goals.
• Establish standardized performance metrics and accountability protocols across all divisions.
• Conduct root cause analysis for recurring technological challenges and implement corrective actions.

Technology Integration and Enablement:

• Oversee the integration of technology solutions (e.g., CTI, network systems, CRM tools) into business operations to support campaign launches and day-to-day activities.
• Collaborate with IT teams to ensure that technological implementations meet operational requirements and are delivered on time.
• Act as the primary point of contact for business teams to communicate technology needs and challenges.

Operational Efficiency and Improvement:

• Identify and eliminate operational inefficiencies through data-driven analysis and process optimization.
• Develop and implement frameworks to monitor and improve the performance of technology-enabled processes.
• Identify and resolve bottlenecks in campaign launches, focusing on technology and process alignment.
• Drive initiatives to enhance operational efficiency, agent productivity, and client satisfaction.
• Manage cross-functional technology performance improvement initiatives to enhance system reliability and project delivery.

Governance and Accountability:

• Establish governance frameworks to ensure that technology solutions are aligned with business goals and comply with industry standards.
• Monitor the performance of technology implementations and hold relevant teams accountable for delivery.
• Conduct regular reviews to identify areas for improvement and ensure continuous optimization.

Stakeholder Collaboration:

• Build strong relationships with IT, operations, and client teams to ensure alignment on technology requirements and expectations.
• Facilitate communication between business and IT teams to resolve issues and drive collaborative solutions.

Strategic Planning and Innovation:

• Work with senior leadership to develop long-term strategies for leveraging technology to achieve business objectives.
• Evaluate emerging technologies and trends to identify opportunities for innovation and improvement.
• Drive the adoption of best practices in technology integration and operational excellence

What We Expect You To Have:

• Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field.
• 10+ years of senior leadership experience in technology integration, operational excellence, or business enablement roles, preferably in a BPO/call center environment.
• Proven track record of managing technology implementations and improving operational processes.
• Advanced understanding of BPO/Call center technology ecosystems (e.g., CTI, CRM, WFM, including architecture, integrations, and governance.
• Expertise in Agile, Lean, and other process improvement methodologies. Strong experience in data analysis, performance management, and root cause analysis.
• Advanced knowledge of analytics platforms and data visualization tools.
• Deep understanding of enterprise architecture and system integrations.
• Proficiency in performance management tools (e.g., Power BI, Tableau, Excel).
• Exceptional leadership and stakeholder management skills.
• Deep understanding of enterprise-level systems and architectures.
• Expertise in data governance and data management practices.
• Strong project management skills.
• Proven experience in business process analysis and improvement.