
Strategic Operations Director
13 hours ago
This is a high-profile role that requires seasoned leadership to drive the success of our voice-based business process outsourcing teams. The ideal candidate will have extensive experience in operations management and be able to lead cross-functional teams to achieve outstanding results.
Key Responsibilities:- Lead Voice Operations: Oversee daily delivery, manage performance metrics (AHT, CSAT, FCR, SLA), and drive process improvements while ensuring client satisfaction and compliance.
- Manage KPIs and SLAs: Ensure adherence to service level agreements and key performance indicators.
- Supervise Team Leads, Trainers, and QAs: Mentor and develop future leaders within the organization.
- Collaborate with Clients: Handle escalations and ensure seamless communication with clients.
- Optimize Staffing, Cost, and Productivity: Analyze data to make informed decisions and drive business growth.
- Minimum 10 years of experience in BPO, with at least 3 years in voice process management.
- Strong background in contact center metrics, workforce management, and reporting tools.
- Experience with international processes (US/UK/AUS).
- Proficient in Microsoft Office (Excel, PowerPoint), CRM systems, and dialers.
- Prior knowledge of COPC, Six Sigma, Lean methodologies an asset.
The right candidate will possess exceptional leadership skills, strategic thinking, and a passion for driving business excellence. If you are a motivated and experienced operations professional looking for a new challenge, please submit your application.
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