We are seeking an experienced Senior Director of Operations to join our leadership team. As a key member of our executive staff, you will play a critical role in driving our strategic vision and operational excellence.
The ideal candidate will have a proven track record of managing large-scale operations within the BPO or contact center industry, with a strong focus on efficiency, scalability, and continuous improvement. You will be responsible for overseeing and enhancing our operational frameworks, developing and implementing strategic plans, and mentoring a diverse team of professionals.
Key Responsibilities:
* Direct and manage daily operations across multiple service lines and countries, ensuring alignment with our mission to deliver extraordinary customer care.
* Develop and implement operational strategies that drive efficiency, scalability, and continuous improvement in service delivery.
* Lead and mentor a diverse team of professionals, fostering a culture that values elite people, technology, and solutions.
* Collaborate with clients to understand their unique needs, customizing programs to meet exact requirements and enhance customer satisfaction.
* Establish and monitor key performance indicators (KPIs) to ensure operational excellence and adherence to industry best practices.
* Oversee budgeting, resource allocation, and financial planning to support operational goals and maintain cost-effectiveness.
* Evaluate and ensure all operations comply with relevant regulations and quality standards, maintaining the integrity and reputation of our organization.
Requirements:
* English proficiency both written and oral required (C1 level or higher).
* Must be willing to travel as business needs require.
* Bachelor's degree in Business Administration, Operations Management, or a related field; MBA or advanced degree preferred.
* Minimum of 10 years in operational leadership roles within the BPO or contact center industry, with at least 5 years in a senior management position.
* Strong strategic planning and analytical abilities.
* Exceptional leadership and team development skills.
* Excellent communication and interpersonal skills.
* Proven ability to manage complex projects and drive organizational change.
* Proficiency in operational performance metrics and financial management.
What We Offer:
* A competitive compensation package.
* A dynamic and supportive work environment.
* Ongoing training and professional development opportunities.
* The chance to work with a leading provider of global omnichannel contact center services.