Job Title: Operations Director
Job Summary:
The Operations Director is responsible for overseeing end-to-end service delivery, ensuring operational excellence, client satisfaction, and profitability across all BPO programs. This role leads large-scale teams, drives performance against KPIs, and collaborates with cross-functional teams to optimize processes, improve efficiency, and support business growth.

Key Responsibilities:
Operational Leadership:
  • Lead and manage multiple BPO accounts/programs across functions.
  • Ensure delivery of high-quality services aligned with client SLAs, KPIs, and contractual obligations.
  • Drive continuous improvement initiatives.
Client Relationship Management:
  • Act as the senior point of contact for key clients.
  • Build and maintain strong client relationships.
  • Conduct regular business reviews.
Performance & KPI Management:
  • Monitor and analyze operational metrics.
  • Implement corrective actions.
  • Ensure teams consistently meet targets.
Financial Management:
  • Manage P&L for assigned programs.
  • Drive cost optimization.
  • Oversee budgeting and forecasting.
Team Leadership & Development:
  • Lead and develop managers and team leaders.
  • Build a high-performance culture.
  • Support hiring and succession planning.
Process Improvement & Innovation:
  • Identify process gaps and implement solutions.
  • Drive automation and digital initiatives.
Compliance & Risk Management:
  • Ensure adherence to policies and regulations.
  • Manage operational risks.

Qualifications:
  • Bachelor’s degree in Business or related field.
  • MBA preferred.
  • 10–15+ years of BPO experience.
Skills:
  • Leadership and people management
  • Client management
  • Analytical thinking
  • Financial acumen
  • Communication skills
KPIs:
  • SLA achievement
  • Customer satisfaction
  • Employee engagement
  • Profitability

 

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ABOUT US:

At cxperts, we specialize in omnichannel customer experience (CX) solutions, offering unparalleled CX services for brands across various sizes and industries. Our comprehensive contact center encompasses every aspect of customer experience and business process outsourcing. We provide a wide range of services including customer care, premium white-glove services, technical support, sales, collections, and back-office operations. Our approach ensures that every customer interaction is handled with expertise, efficiency, and utmost attention to detail, supporting your brand’s commitment to excellence. Learn more about us at https://cxperts.us.

 

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