The Director of Operations is a senior leadership role responsible for driving operational excellence, client satisfaction, and business growth in a dynamic BPO/contact center environment. This role requires a strategic yet hands-on leader who can manage large, diverse teams, foster a culture of high performance and engagement, and ensure delivery of client and organizational goals. The Director of Operations will oversee multiple teams, senior managers, and serve as a key liaison between clients and internal stakeholders.
Specific Duties And Responsibilities
Strategic & Operational Leadership
- Develop and execute operational strategies that align with client objectives and company goals.
- Lead large-scale operations across multiple lines of business, ensuring consistent adherence to KPIs, SLAs, and quality standards.
- Partner with support functions (HR, WFM, Training, Quality, IT) to drive operational efficiency and continuous improvement.
- Be an active stakeholder in planning, forecasting, and resource allocation to meet changing client and business needs.
Client & Stakeholder Management
- Build and maintain strong client relationships, serving as a senior point of contact for escalations and business reviews.
- Collaborate with clients to identify opportunities for growth, innovation, and value creation.
- Represent the organization in strategic discussions and governance meetings.
Performance & Financial Management
- Own operational KPIs including production efficiency, absenteeism, retention, and overall client scorecard metrics.
- Analyze operational and financial reports (P&L, forecasting, cost analysis) to identify improvement areas and ensure profitability.
- Develop and implement action plans to optimize performance, efficiency, and revenue generation.
Leadership & People Development
- Lead, mentor, and coach Operations Managers, Team Leaders, and staff to achieve business and individual performance objectives.
- Foster a culture of accountability, empowerment, and employee engagement across all levels.
- Implement leadership development programs, succession planning, and coaching frameworks.
- Promote a positive work environment through recognition, motivation, and consistent communication.
Quality, Compliance & Continuous Improvement
- Ensure all operations adhere to client and corporate policies, processes, and compliance standards.
- Partner with quality and compliance teams to drive best practices in service delivery.
- Lead transformation initiatives to streamline workflows, adopt new technologies, and improve operational outcomes.
COMPETENCIES
Core Competencies (Must-have Competencies)
- Strategic Leadership: Ability to set clear direction, translate business goals into operational plans, and inspire teams to deliver consistent results under shifting priorities.
- Client Relationship Management: Builds and sustains strong client partnerships, managing escalations effectively and ensuring high satisfaction, retention, and long-term value creation.
- Performance & Results Orientation: Consistently drives teams to meet and exceed KPIs, SLAs, and financial targets while maintaining service excellence.
- People Development & Coaching: Leads through empowerment, coaching, and mentorship, building leadership pipelines and fostering an engaged, high-performing workforce.
Complementary Competencies (Good-to-have Competencies)
- Financial & Analytical Acumen: Applies data-driven analysis to optimize operational processes, manage budgets, and inform strategic decision-making.
- Change Management & Innovation: Champions continuous improvement and successfully leads teams through transformation, adopting new processes and technologies to enhance performance.
- Cross-Functional Collaboration: Effectively partners with HR, Training, WFM, Quality, and IT to ensure alignment and delivery of seamless operations.
- Cultural Agility: Adapts leadership style to global and client-specific cultures, ensuring strong integration of both organizational and partner values.
Qualifications
Educational Qualification/s
- Bachelor's degree in Business, Management, or related field (MBA or postgraduate degree preferred).
Professional Qualification/s
- 710+ years of progressive leadership experience in the BPO/contact center industry, with proven success managing large-scale operations.
Work Conditions
