Director of Operations
On-siteMohali, Punjab, India
Job Summary
Oversee and direct the activities of a premier account or multiple accounts by providing strategic leadership and ensuring efficient service delivery. Analyze workflows to identify inefficiencies, develop policies and action plans, and implement change while tracking progress against KPIs and operational metrics. Establish operational strategies that align with company goals and client requirements, partnering with stakeholders to set team objectives and provide actionable feedback. Demonstrate financial acumen by forecasting shrink, attrition, and headcount needs, and coach individuals toward common business goals. Create and communicate regular business reviews to drive continuous improvement and maintain content moderation guidelines.
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
- Onsite UK hours schedule
- Occasional travel may be required for meetings, conferences, or client engagements, as per business needs
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 bachelor's degree in business administration, operations management, or a related field
- A master's degree is preferred
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