Director of Operations
On-siteGreater Noida, Uttar Pradesh, India
Job Summary
Oversee and direct activities for premier accounts, analyzing workflows to identify inefficiencies and developing policies to improve processes. Establish operational strategies aligned with company goals, monitor staff performance via KPIs and metrics, and provide training and temporary coverage. Partner with clients and leadership to set team goals, deliver actionable feedback, and maintain content moderation guidelines. Demonstrate financial acumen by forecasting shrink, attrition, and headcount needs across billing platforms. Communicate weekly, monthly, and quarterly business reviews while building cross-functional relationships to meet business needs. Work independently with a strong desire to seek support where relative.
Required Qualifications
- Proven experience in a senior leadership role overseeing operations, preferably in a BPO or similar industry
- Strong knowledge of large-scale BPO operations with multiple clients and diverse service offerings, processes, and best practices
- Excellent understanding of KPIs & ability to analyze complex data, identify trends, and drive data-driven decision-making
- Strong leadership and management skills to lead and motivate a diverse team
- Effective problem-solving and decision-making skills to address operational challenges and implement solutions
- Exceptional communication and interpersonal skills to interact with clients, stakeholders, and internal teams
- A bachelor's degree in business administration, operations management, or a related field
Desired Qualifications
- Familiarity with industry-specific technologies and tools for managing BPO operations
- Knowledge of quality management & project management principles and methodologies, such as Six Sigma or Lean
- Proven track record in achieving operational targets and driving cost optimization initiatives
- Familiarity with compliance and regulatory requirements relevant to the BPO industry
- A master's degree is preferred
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