**Company Overview**
Established in 1998, Support Services Group is a leading provider of global omnichannel contact center services. We specialize in delivering exceptional customer care for brands that prioritize customer satisfaction and loyalty.
The Senior Director of Operations will oversee and enhance the operational frameworks that support our diverse service offerings. This leadership role demands a strategic thinker with a proven track record in managing large-scale operations within the BPO or contact center industry.
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.
Minimum Qualifications:
* 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.
Preferred Qualifications:
* Experience with sales or retention clients is preferred.
* Experience with omnichannel solutions and a deep understanding of customer service technologies.
* Demonstrated success in customizing programs to meet client-specific requirements.
* Familiarity with global operations and multilingual support services.