As the Director of Operations, you will be instrumental in leading and managing our call center operations within the Banking, Financial Services, and Insurance (BFSI) vertical. Your role will focus on driving operational excellence, optimizing performance, and ensuring exceptional customer service across our BFSI business lines.

Key Responsibilities:

Oversee and direct the daily operations of the BFS call center, ensuring service level agreements and key performance indicators are consistently met.
Develop and implement operational strategies to enhance productivity, efficiency, and quality across all BFSI teams.
Analyze data and metrics to identify areas for improvement and implement corrective actions.
Manage, coach, and mentor a team of call centre managers and supervisors, fostering a culture of continuous learning and development.
Collaborate cross-functionally with other departments to resolve customer issues and enhance the overall customer experience.
Ensure compliance with all relevant industry regulations and internal policies.
Proactively identify and mitigate operational risks.
Lead strategic planning and contribute to the overall growth and success of the BFSI business.

Qualifications:

Experienced in supporting a U.S. financial program, preferably in a B2C environment and within a voice line of business or a similar setup.
Minimum of 8 years experience in a senior call center or operations management role.
Proven track record of driving operational excellence and achieving key performance targets.
Excellent leadership and people management skills, with the ability to motivate and develop high-performing teams.
Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
In-depth knowledge of call center operations, including workforce management, quality assurance, and customer experience management.
Familiarity with BFS industry regulations and compliance requirements.

Director, Operations

Director of Operations