Lead with purpose, drive performance, and shape the future of BPO excellence at Contax360. We're seeking a visionary Director of Operations to elevate strategy, streamline execution, and inspire high-performing teams.

DIRECTOR OF OPERATIONS

The Director of Operations at Contax360 holds a senior leadership position, responsible for overseeing and optimizing operational processes at scale. This leader ensures client satisfaction, meets service level agreements (SLAs), maximizes the profitability of all campaigns, and provides strategic vision across teams. A key part of this role involves fostering a high-performance, growth-oriented culture through hands-on mentorship of management, training, quality assurance, operations, and workforce.

Key Responsibilities

• Develop and implement operational strategies aligned with the company’s vision and business objectives.
• Identify growth opportunities within existing accounts and through new business development.
• Drive initiatives to maximize the profitability of campaigns and projects.
• Collaborate with executive leadership on organizational initiatives and strategic projects.
• Participate in the creation of annual budgets, forecasts, and operational plans.

Operations Management

• Oversee day-to-day operational activities for efficient, effective delivery of BPO services.
• Monitor key performance indicators (KPIs) to ensure quality, efficiency, and productivity targets are met or exceeded.
• Ensure adherence to client SLAs and contractual obligations.
• Design and implement process improvements that boost operational effectiveness and reduce costs.
• Drive automation and digital transformation initiatives.
• Monitor and maximize the profitability of each campaign through effective resource allocation and operational improvements.

Client Relationship Management

• Serve as primary point of contact for key clients on operational delivery and performance matters.
• Lead regular business reviews and performance discussions with client stakeholders.
• Proactively anticipate and resolve client issues or escalations.
• Establish and nurture enduring partnerships with a focus on satisfaction and retention.

Governance and Compliance

• Ensure operations comply with all relevant regulations, laws, and industry standards (e.g., PCI-DSS, SOC).
• Develop/Refine, implement, and monitor operational policies and procedures to mitigate risks and ensure quality.
• Lead internal and external audit processes from an operational perspective as required.

People Leadership, Mentorship, and Development

• Provide mentorship and guidance to the management team of direct reports, including those overseeing Training/QA, Operations Managers, and Workforce Management Leads.
• Lead, mentor, and develop a high-performing team, fostering a culture of accountability, collaboration, and continuous development.
• Support and oversee workforce planning, talent management, and succession planning activities.
• Set clear goals and performance expectations for all direct reports and their teams.
• Support employee engagement, motivation, and retention through recognition, mentorship, and leadership programs.

Financial Management

• Manage operational budgets and expenditures, driving cost containment and margin improvement.
• Provide feedback based on operational data to identify opportunities for cost savings and greater efficiency.
• Support pricing and contract negotiations with clients.

Continuous Improvement and Innovation

• Champion a culture of continuous improvement, identifying and implementing best practices across all operations.
• Lead process improvement projects to further enhance service delivery and campaign profitability.
• Stay current with industry trends and emerging technologies.

Stakeholder Communication

• Provide regular updates to executive management, clients, and internal stakeholders on operational performance, challenges, and initiatives.
• Prepare and present reports, dashboards, and analyses as required.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or related field, or advanced degree preferred.
• Minimum 10 years of experience in operations management, with at least 5 in a leadership role within the BPO industry.
• Demonstrated experience mentoring and developing management teams, including Training/QA, Operations, and Workforce functions.
• Strong track record of maximizing profitability for multi-client, multi-campaign environments.
• In-depth knowledge of BPO models including customer service, back-office, technical support, and knowledge process outsourcing.
• Analytical, problem-solving, communication, negotiation, and relationship management skills.
• Familiarity with industry tools (CRM, WFM, RPA, analytics platforms).
• High integrity, professionalism, and the ability to drive results in a dynamic setting.

Key Competencies

• Leadership: Inspires and motivates teams, drives results, manages change, and provides mentorship to all levels of operations management.
• Strategic Thinking: Sees the big picture, anticipates challenges, and develops innovative, profitable solutions.
• Operational Excellence: Delivers high-quality, efficient, and scalable operations focused on profitability and client satisfaction.

All applicants must have a valid Government issued photo ID, NIS & TRN.
Successful candidates must be able to furnish a police record and pass an employment backgroundcheck