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Seniority reduces competition, but metro location and broad BPO operations skills increase applicant density.
Leadership skills transfer, yet BPO-specific processes and client-management needs increase industry sensitivity.
Prefers senior leadership and BPO-operational experience, but lacks explicit years or mandatory certifications.
Oversee and manage operational aspects of one or multiple premier accounts to ensure efficient and effective delivery of services.
Establish and implement operational strategies, policies, and procedures aligned with company goals and client requirements, while monitoring KPIs and workforce performance.
Lead continuous improvement initiatives, financial forecasting (shrink, attrition, headcount), and produce regular business reviews for senior management and clients.
Proven experience in a senior leadership role overseeing large-scale BPO or similar operations with multiple clients and diverse service offerings.
Strong knowledge of BPO operational processes, KPIs analysis, and data-driven decision-making.
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 multiple client accounts within large-scale BPO or technology-enabled services environments with diverse service offerings.
Demonstrates strong operational leadership with proven ability in financial forecasting, operational strategy implementation, and team development.
Skilled in leveraging cross-functional relationships and data to drive operational excellence and client satisfaction.