BPO Operations Director

Sr. Manager - BPO Operations Job Description

We are seeking a highly skilled professional to lead multiple client business operations in a global digital BPM contact center environment.

The ideal candidate will have direct ownership and accountability of strategic and tactical operational direction to the operations team, driving desired business goals and customer delight through close interaction with client stakeholders and internal leadership.

Main Responsibilities:

• Liaison between client and the company to build and maintain smooth operations delivery and expanding relationship with the client.

• Devise solutions and strategies for improving performance & critical metrics like NPS/DSAT/Productivity/CCR/AHT.

• Fostering a business-oriented relationship through regular interactions and ongoing communication.

Requirements:

• Deep desire and passion to work in service/Sales environment.

• Proven ability to work creatively and analytically in a problem-solving environment.

• Confident, flexible with the ability to work in a fast-paced and changing environment.

• Show integrity in all aspects of the position by doing the right thing, taking responsibility, and delivering on the promise.

• Build and sustain relationships with key people in the customer environment