Director of Operations
Confidential
Overview
We are seeking an experienced Director of Operations to lead and oversee contact center operations across multiple programs and teams. This onsite role is responsible for driving service delivery excellence, achieving client satisfaction, and ensuring operational efficiency and profitability.
Key Responsibilities
- Lead and manage end-to-end contact center operation s across multiple accounts and programs
- Drive performance against KPIs, SLAs, CSAT, Quality, Productivity, and Cost targets
- Develop and execute strategic initiative s to enhance operational efficiency and service delivery
- Oversee workforce management, training, quality assurance, and staffing strategies
- Build and maintain strong client relationship s, ensuring retention and account growth
- Analyze performance trends and conduct root cause analysi s to identify improvement opportunities
- Collaborate with cross-functional teams including WFM, IT, Training, QA, and Client Services
- Lead, coach, and develop Operations Managers and leadership teams
- Ensure financial performance and profitabilit y through effective cost management
- Deliver business reviews, reporting, and presentation s to internal and external stakeholders
Qualifications
- Bachelor’s degree in Business, Management, or a related field (or equivalent experience)
- 7–10 years of experience i n contact center or BPO operatio ns, including leadership of multiple teams or sites
- Strong knowledge o f call center metrics, workforce management, and performance management
- Proven ability to lead large teams in a fast-paced, client-driven environment
- Excellen t communication, leadership, and stakeholder management skills
- Proficiency i n data analysis, reporting, and presentation tools
- Experience managin g multi-site or global operations
- Background i n process improvement and operational transformation
- Experience i n client-facing roles and account management
Work Setup
- Onsite r ole (full-time presence required at the assigned office location)
Vacancy posted 3 hours ago
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