Associate Director - Operations
Core
Lead large-scale multilingual programs and drive operational excellence for key client accounts in a BPO environment.
Role type
Senior IC operations director (BPO/Contact Center)
Builds
Large-scale multilingual customer experience programs
Domain
Business Process Outsourcing (BPO) / Customer Experience
Required skills
People leadership and coaching, Strategic thinking, Operational execution, Stakeholder management, Financial planning, Change management, Multilingual team management, KPI improvement, Business transformation, Resource allocation
Preferred skills
Experience leading international teams, Commercial acumen
Technologies
None stated
Responsibilities
Lead and inspire teams of Operations Managers and Team Leaders, Drive performance against client KPIs (satisfaction, quality, productivity, revenue), Act as senior operational contact for clients, Develop and execute operational strategies, Own forecasting, workforce planning, and budgeting, Analyze business trends and performance data, Foster leadership development culture, Partner with HR, Recruitment, Quality, and Client Success teams, Ensure compliance with policies and regulations, Lead change management initiatives
Seniority
Senior, hands-on IC