Operations Excellence Director

3 days ago

Mohali, Punjab, India beBeeLeadership Full time ₹ 12,00,000 - ₹ 36,00,000
Job Summary:

You are a seasoned leader entrusted with driving operational excellence. This role is ideal for individuals who can deliver top-tier service, foster a people-first culture, and consistently meet performance goals.

Key Responsibilities:
  • Oversee the performance of multiple campaigns to ensure goals and key performance indicators (KPIs) are consistently achieved.
  • Directly manage Operations Managers, Team Leaders, and campaign staff across functions.
  • Monitor and manage workforce planning, staffing, training, and quality assurance across operations.
  • Drive a culture of performance, accountability, and employee development by implementing strong coaching and feedback mechanisms.
  • Collaborate with cross-functional teams and senior management to ensure alignment with business objectives and client expectations.
  • Maintain open communication channels between frontline employees and leadership to ensure transparency and trust.
  • Serve as the escalation point for complex operational issues and ensure timely resolution.
  • Guide Operations Managers in setting and meeting individual and team goals.
  • Develop and implement process improvements that drive efficiency, scalability, and quality of service.
  • Ensure strict adherence to business policies, compliance standards, and operational procedures.
  • Support the Director of Operations in the development of policies and strategies to improve overall business performance.
Qualifications & Requirements:
  • Bachelor's Degree in Business Administration, Management, or a related field.
  • Minimum of 3 years' experience in an operations leadership role, preferably in BPO / contact center environments.
  • Proven experience managing large teams, with direct oversight of at least 600 full-time equivalents (FTEs).
  • Strong proficiency in MS Office and Google Workspace applications.
  • Demonstrated ability to meet or exceed performance and client satisfaction goals.
  • Excellent communication, customer service, and stakeholder management skills.
  • Strong analytical and problem-solving capabilities; able to leverage data for decision-making.
  • Ability to thrive in a high-pressure, fast-paced, environment.
  • Highly organized, results-driven, and adaptable to change.
  • Professional demeanor with a resilient, positive, and team-oriented attitude.
Preferred Traits:
  • Hands-on leader who leads by example and supports a #FrontlineFirst culture.
  • Innovative thinker with the ability to drive business transformation.
  • Passionate about employee development, client success, and continuous improvement.
  • Open to working flexible hours, including weekends or holidays, as needed to support operations.

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