Director, Operations

The Director of Operations is a senior leadership role responsible for driving operational excellence, client satisfaction, and business growth in a dynamic BPO/contact center environment. This role requires a strategic yet hands‑on leader who can manage large, diverse teams, foster a culture of high performance and engagement, and ensure delivery of client and organizational goals. The Director of Operations will oversee multiple teams, senior managers, and serve as a key liaison between clients and internal stakeholders.

SPECIFIC DUTIES AND RESPONSIBILITIES

Strategic & Operational Leadership

• Develop and execute operational strategies that align with client objectives and company goals.

• Lead large‑scale operations across multiple lines of business, ensuring consistent adherence to KPIs, SLAs, and quality standards.

• Partner with support functions (HR, WFM, Training, Quality, IT) to drive operational efficien...