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Moderately strong employer brand and generalist Director role attract experienced applicants but limited to senior candidates.
Operational leadership skills transferable across industries, but BPO-specific processes and client-facing nuances increase sensitivity.
Requires proven senior operations leadership and BPO experience, but no explicit years or certifications.
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Oversee and manage operational aspects of one or multiple premier BPO accounts, ensuring efficient service delivery and client satisfaction.
Develop and implement operational strategies, policies, and continuous improvement initiatives aligned with company goals and client requirements.
Monitor KPIs and operational metrics, forecast staffing needs, lead cross-functional relationships, and provide regular business reviews.
Proven senior leadership experience in BPO or related operations management roles.
Strong knowledge of large-scale multi-client BPO operations and service processes.
Ability to analyze complex data and KPIs to drive decision-making.
Work Location: Onsite during UK hours; Occasional travel as needed.
Experienced in managing large, diverse teams with strong leadership and financial forecasting skills.
Proficient at setting operational strategy and aligning multiple stakeholders including clients and senior management.
Familiarity with BPO industry best practices, compliance, and process improvement methodologies like Six Sigma or Lean is preferred but not mandatory.