Job Description: At TWW S.A.S., we are looking for a highly strategic and results-driven Operations Director with solid experience in the BPO industry. This position is responsible for the overall management of the business units within their vertical—leading high-level teams, optimizing processes, developing strategic plans, and ensuring financial and operational targets are met. Main Responsibilities: Leadership and Organization: - Recruit, train, and develop high-performing teams. - Define performance goals and strategic plans. - Ensure organizational structure aligns with company standards. - Oversee key areas such as HR, training, quality, technology, infrastructure, and security. Efficiency and Productivity: - Monitor revenue per employee, agent, and leader. - Implement performance improvement plans. - Regularly measure and report efficiency and productivity metrics. - Identify and escalate potential issues with clear action plans. Client Relations and Business Development: - Maintain regular, proactive contact with clients. - Identify and pursue opportunities to grow revenue. - Ensure monthly and annual client reviews are conducted. - Monitor and report customer experience in line with client expectations. Financial and Commercial Planning: - Track revenue, EBITDA, and monthly projections. - Lead negotiations ensuring profitability and low risk. - Develop strategic agreements that support both client success and company growth. - Support annual budgeting and ensure cost control and variance analysis. Culture and Employee Engagement: - Foster a culture of respect, energy, and “Malasakit” (deep care for clients, company, and employees). - Lead by example and build trust through visible, servant leadership. - Promote personal development plans and recognition programs. - Maintain high morale and loyalty across the organization. Job Requirements: Education: - Bachelor's degree in Business Administration, Economics, or a related field. Experience: - Minimum 3 years of experience as a Director or Jr. Director of Operations in the BPO industry. Technical Knowledge: - Microsoft Office (Word, Excel, PowerPoint): Advanced - Google Apps: Advanced - Advanced English proficiency (B2/C1) Key Skills: - Team leadership - Strategic thinking - Effective communication - Teamwork and collaboration - Critical thinking - Conflict resolution What We Offer: - Dynamic and collaborative work environment - Professional growth opportunities - Involvement in regional strategic projects - Stability and a strong organizational culture Are you passionate about leadership, innovation, and operational excellence? Apply now and become part of TWW S.A.S.’s growth journey!