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.
Skills Required
- Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field
- Master’s degree or MBA
- 8–10 years of experience in BPO or contact center operations
- 3–5 years of experience as a Senior Operations Manager or Operations Director
- Experience with budget allocation, margin optimization, and financial reporting for large-scale operations
- Multi-channel delivery experience across customer service, technical support, sales, or shared services
- Experience managing operations with 500 or more employees
- Proficiency with contact center platforms such as Genesys, NICE, Avaya, or Talkdesk
- Experience with CRM tools such as Salesforce or Zendesk
- Strong knowledge of workforce management methodologies
- Lean Six Sigma Green Belt or Black Belt, COPC, or PMP certification
- Ability to analyze complex datasets, identify trends, and execute corrective action plans
- Ability to negotiate and manage high-stakes relationships with enterprise clients and C-level executives
- Experience working in 24/7/365 operational environments, rapid ramp-ups, and changing client demands
- Willingness to work night shifts onsite in Davao City
What We Do
Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things. FPS develops comprehensive multichannel solutions for our partners to drive breakthrough business results. With a focus on increasing customer lifetime value and reducing acquisition costs for large brands, FPS couples the best people with our proprietary analytics and technology to implement effective strategies so our partners can reach their full potential. We develop and implement programs leveraging voice, email, and chat, coupled with direct mail and analytics to improve and optimize: sales / customer acquisition, lead generation, customer care, up-selling, retention and tech support. Our Culture We’re a group of trailblazers and doers. We love knocking down a complex problem and finding a solution. We challenge each other every day to perform our best, and take care of each other while doing it. At FPS, we are committed to creating an exciting culture of collaboration, innovation, leadership and fun. We take the time to invest in our people, providing them with comprehensive tools and training, and develop fulfilling paths for long-term career growth. Our team operates according to four core values that govern everything we do! - Integrity: Do what’s right and put team before self. - Excellence: Deliver exceptional results and reward performance. - Accountability: Take ownership and pride in our work. - Grace: Respect and appreciate one another; make your work personal! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA, Waltham, Massachusetts, USA, Manila, Philippines and Chennai, India.
