Operations Director

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

The Operations Director is responsible for leading, managing, and optimizing multi-account or large-scale contact center operations. This role oversees multiple Operations Managers, Team Managers, and support functions to drive service level agreement (SLA) attainment, key performance indicator (KPI) excellence, client satisfaction, and account profitability. The ideal candidate pairs operational rigor and workforce management insight with high-level client relationship management and people leadership.

Duties and Responsibilities:

Strategic Operations & Performance Management

• Direct day-to-day operations across voice (inbound/outbound) and non-voice (email, chat, back-office) lines of business.

• Ensure consistent achievement of contractual operational KPIs:

  • Service Level (SL) & Response Times

  • Average Handling Time (AHT)

  • First Contact Resolution (FCR)

  • Customer Satisfaction (CSAT) & Net Promoter Score (NPS)

  • Quality Assurance (QA) compliance

• Collaborate with Workforce Management (WFM) to optimize forecasting, scheduling, shrinkage, occupancy, and attrition management.

• Drive continuous process improvements using Six Sigma, Lean, or agile operational frameworks to reduce operational bottlenecks and waste.

Client Relationship & Account Governance

• Act as the senior escalation point for client partners; lead Weekly Performance Reviews (WBR), Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR).

• Understand client business objectives and proactively deliver value-added insights, operational efficiencies, and digital transformation initiatives.

• Safeguard operational adherence to client Statements of Work (SOW) and Master Services Agreements (MSA).

Financial Management & Profitability

• Manage operational P&L for assigned programs or sites, ensuring gross margin targets are met or exceeded.

• Oversee labor cost management, seat utilization, billable hours, overtime, and operational expense controls.

• Identify operational cost-saving initiatives without compromising service quality or employee engagement.

Leadership & People Development

• Directly manage and mentor Operations Managers; provide strategic guidance for front-line leadership pipelines.

• Champion employee engagement, retention initiatives, and career development programs to maintain low attrition rates.

• Partner with Talent Acquisition, Training, and Human Resources to ensure operational readiness for account scaling and new client ramps.

Compliance & Risk Management

• Enforce adherence to information security standards (e.g., ISO 27001, PCI-DSS, GDPR, HIPAA) across all managed campaigns.

• Maintain business continuity plans (BCP) and disaster recovery protocols for operational resilience.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or related field; Master’s/MBA preferred.

• Minimum 8–10 years in BPO/Contact Center operations, with at least 3–5 years in a Senior Operations Manager or Operations Director capacity.

• Demonstrated experience handling budget allocation, margin optimization, and financial reporting for large-scale operations.

• Multi-channel delivery experience (inbound customer service, technical support, sales, or shared services) handling 500+ headcount.

• Proficiency with contact center platforms (Genesys, NICE, Avaya, Talkdesk) and CRM tools (Salesforce, Zendesk); strong command of WFM methodologies.

• Lean Six Sigma (Green Belt or Black Belt), COPC, or PMP certification is an advantage.

• Ability to dissect complex datasets, identify trend drivers, and execute corrective action plans swiftly.

• Confident communicator capable of negotiating and managing high-stakes relationships with enterprise clients and C-level executives.

• Proven ability to navigate 24/7/365 fast-paced operational environments, sudden ramp-ups, and evolving client demands.

• Amenable to work in the night shift and onsite in Davao City.