Director of Operations

Oversees end-to-end BPO call center operations, ensuring SLA achievement, client satisfaction, revenue/cost performance, and strong people leadership across multiple programs.

Position Summary

The Director of Operations oversees end-to-end BPO call center operations, ensuring SLA achievement, client satisfaction, revenue/cost performance, and strong people leadership across multiple programs. This role balances strategic leadership and operational execution to convert client requirements into consistent, high-performing operational outcomes.

Key Responsibilities

Operational Leadership

• Lead daily operations across multiple call center programs, including inbound, outbound, chat, and email support.
• Ensure consistent achievement of client KPIs, including Service Level, ASA, AHT, QA, CSAT, attrition, and absenteeism.
• Serve as the senior operations contact for clients, including reviews and escalations.
• Partner with Workforce Management, QA, Training, IT, and HR to support delivery objectives.
• Identify risks and implement proactive mitigation strategies.

People Leadership

• Lead and develop Operations Managers and senior leaders.
• Establish accountability, performance expectations, and leadership standards.
• Drive engagement initiatives to improve retention and employee experience.

Quality, Compliance & Risk

• Ensure compliance with internal policies, client requirements, and regulatory standards.
• Maintain audit readiness and data security standards.
• Partner with QA to drive continuous performance improvement.

Continuous Improvement

• Analyze performance trends and implement corrective action plans.
• Lead process improvement, automation, and operational efficiency initiatives.
• Support organizational strategy and growth initiatives.

Qualifications

• 8-10+ years of BPO or contact center operations leadership experience.
• Omni channel including strong collections background.
• Proven success managing multi-program operations and client relationships.
• Strong knowledge of workforce management, QA, and performance metrics.
• Executive-level communication and data-driven decision-making skills.

Key Success Measures

• KPI and SLA attainment
• Client satisfaction and retention
• Employee engagement and attrition
• Audit and compliance outcomes

Benefits

• Health and Life Insurance
• Pension Plan with company contributions
• On-site Medical facilities
• Monthly bonus opportunity

Only qualified applicants will be short listed