Job Description

This role is ideal for a positive, professional, talented, motivated, and dynamic Call Centre Operations Director that is passionate about leading, motivating, mentoring, coaching, and developing a team of Inbound Sales and Customer-Centric Team Leaders (Assistant Managers) to deliver against client and internal business deliverables (KPIs, CBBs, and SLAs) in an environment where change is a constant.

We are looking for professional, high-performance individuals, with sound leadership and problem-solving skills, to lead a team of Team Leaders to create a customer-centric and high-performance culture through, effective management of people, metrics, and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

The Operations Director is responsible for creating a positive environment with a high-performance culture and engaged team aimed at solving for our internal and external customers by finding suitable solutions.

Duties and responsibilities:

• Experience and hands-on data analysis and statistical process control, as well as providing direction and leadership to cross-functional teams is a must.
• Responsible for a wide spectrum of Operations and P&L responsibilities, must be able to multi-task across multiple business operations with proficiency.
• Prepare and conduct effective and timely weekly, monthly & Quarterly Business Reviews
• Responsible for all aspects of operations which include but are not limited to meeting key performance metrics, managing staffing, providing and maintaining excellent customer experiences scores, ensuring effective coverage and training of operations staff; delivering excellent client services, and meeting desired business KPIs
• Work closely with Internal controls and finance teams to develop and maintain an annual budget and monthly/quarterly P&L forecasts
• Drive Continuous improvements and innovations to enhance quality, CSAT
• Optimizing spending for LOBs, preparing the medium-term plan, annual budgets, and activity plan consistent with the agreed strategies with Unit and organizational goals.
• Collaborate with Sales/Account Management/ Presales teams to grow the business & coordinate for customer site visits
• End to end client Management including reviews with client, value addition to the client and proactive communication to internal and external client
• Positioning the group as a major player in the customer services segment to become a partner of choice for related companies in BPO services
• Meet & Exceed all BPO metrics like AHT, Staffing Adherence, Abandoned Occupancy for Voice Business
• Ensure Compliance to all Relevant Process & Regulatory Standards
• Continuous Improvement Design & Deliver Change Initiatives & Projects
• Subject Matter Expertise Maintain Extensive Skill & Knowledge in Your Specialist Field
• Functional Delivery & Optimization Ownership & Development of your Functional Area

Qualifications and experience:

• 5 - 12 years of experience in BPO Operations at a leadership level
• Should have deep knowledge and understanding of the BPO/Contact Centre operations
• Competition & Market trends in BPO industry
• Lean Six Sigma Green Belt / black belt trained/certified (preferred)
• Present reviews to the Client on monthly basis.
• Generate additional process insights, capture end customer voice and share with client
• Drive Entire Operations through Leading and assigning team responsible for delivery
• Change management through effective communication
• Effective coaching skills
• Commercial acumen
• Planning and organizational skills