The Director of Operations is a senior leader responsible for overseeing and optimizing service delivery, client satisfaction, and operational efficiency across multiple BPO accounts or sites. This role ensures that business goals are achieved through effective leadership, data-driven decision-making, and continuous improvement in performance and service quality.

Key Responsibilities:

• Lead and manage overall BPO operations, ensuring performance meets SLAs, KPIs, and client expectations
• Develop and implement strategies for improving operational performance, customer satisfaction, and profitability
• Collaborate with clients to understand their evolving needs and deliver proactive, value-added solutions
• Monitor site or account performance, using data and analytics to identify trends, risks, and opportunities
• Directly supervise Operations Managers, Account Leaders, and Support Teams (e.g., Quality, Training, Workforce)
• Ensure compliance with industry standards, data privacy, security policies, and labor regulations (e.g., DOLE, HIPAA, GDPR as applicable)
• Drive operational excellence using Lean, Six Sigma, or similar continuous improvement methodologies
• Partner with HR and Talent Acquisition on staffing, workforce planning, and retention strategies
• Contribute to the company’s growth strategy through client expansion, transitions, and new business onboarding
• Prepare and present performance reviews, operational plans, and client reports to executive leadership

• Bachelor's degree in Business Administration, Management, or related field (MBA preferred)
• At least 10 years of experience in BPO operations, with 5+ years in senior leadership roles
• Proven track record of managing large teams and multi-site or multi-client BPO accounts
• Strong client relationship management and business acumen
• Expertise in contact center operations, service delivery, workforce management, and process optimization
• Exceptional leadership, communication, and organizational skills
• Advanced proficiency in data analysis, forecasting tools, and CRM/Contact Center systems (e.g., Avaya, NICE, Salesforce)
• Deep understanding of industry KPIs such as CSAT, NPS, AHT, FCR, and QA compliance

Preferred Experience:

• Experience in voice and non-voice BPO services (e.g., customer service, tech support, back office, healthcare, fintech)
• Experience handling international clients (US, UK, AU markets)
• Knowledge of quality certifications and regulatory standards (e.g., ISO, PCI-DSS, HIPAA)
• Familiarity with digital transformation, AI tools, and automation in BPO environments