
Strategic Operations Director
6 days ago
Operations Executive Role
We are seeking an experienced Operations Executive to lead voice-based Business Process Outsourcing (BPO) teams. The successful candidate will oversee daily delivery, manage performance metrics, and drive process improvements while ensuring client satisfaction and compliance.
Key Responsibilities:
- Lead voice operations across multiple teams/projects
- Manage Key Performance Indicators (KPIs) and ensure Service Level Agreement (SLA) adherence
- Supervise Team Leads, Trainers, and Quality Assurance (QA) specialists
- Collaborate with clients and handle escalations
- Optimize staffing, cost, and productivity
- Mentor future leaders and drive continuous improvement
Requirements:
- At least 10 years of experience in BPO, with 3+ years in voice process management
- Strong understanding of contact center metrics, Workforce Management (WFM), and reporting tools
- Experience with international processes (US/UK/AUS)
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint, as well as Customer Relationship Management (CRM) software and dialers
- Knowledge of industry best practices, such as COPC, Six Sigma, and Lean (desired)
- MBA or relevant postgraduate degree (desired)
Benefits and Growth Opportunities:
- Professional development opportunities through training and mentorship programs
- Competitive compensation package including salary, benefits, and bonuses
- Opportunity to work with a dynamic team of professionals in the field of BPO
- Chance to make a meaningful impact on client satisfaction and business growth
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