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Strong employer brand and common operations title increase competition, but senior/director level narrows the pool.
Role requires BPO-specific operations and client management experience, limiting cross-industry transferability.
Senior leadership and industry-specific BPO experience are required, but no explicit years specified.
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Oversee and manage operational aspects across one or multiple premier accounts, focusing on service efficiency and client satisfaction.
Establish and implement operational strategies, policies, and procedures to align with company goals and client requirements, including KPI monitoring and process improvement initiatives.
Drive data-driven decision-making by analyzing complex operational metrics and financial models, forecast headcount and attrition, and lead continuous improvement in a BPO context.
Proven senior leadership experience overseeing operations in a BPO or similar industry.
Strong knowledge of large-scale BPO operations with multiple clients and diverse service offerings.
Bachelor's degree in business administration, operations management, or related field; Master's degree preferred.
Work Location: Onsite with UK hours schedule; Occasional travel may be required.
Experienced in managing large, diverse BPO teams and cross-functional collaboration focused on operational excellence and client relationship management.
Skilled in using operational data, KPIs, and financial forecasts to guide strategic decisions and drive performance improvements.
Familiar with industry-specific operational tools, quality and project management methodologies like Six Sigma or Lean, and compliance requirements in the BPO sector.