Role Overview

The Director of Operations is responsible for leading large-scale customer service clients supporting US and UK clients within a BPO call center environment. This role ensures exceptional service delivery, client satisfaction, financial performance, and operational excellence across multiple accounts.

The Director will drive performance across voice, email, chat, and technical customer support channels while maintaining strict adherence to SLAs, regulatory expectations, and customer experience standards typical of US and UK markets.

Key Responsibilities Operational Excellence Lead end-to-end operations for multiple US and UK customer service clients Ensure consistent achievement of SLAs and KPIs such as Service Level, AHT, CSAT, FCR, and Quality Scores Drive a customer-first culture focused on empathy, resolution, and brand representation Standardize best practices across programs to improve efficiency and service quality Client Relationship Management Act as the senior operational leader and primary escalation point for US & UK clients Lead Weekly, Monthly, and Quarterly Business Reviews (WBRs/QBRs) Translate client expectations into actionable operational plans Identify opportunities for account growth, value-add services, and renewals Financial & Commercial Ownership Own full P&L for assigned customer service accounts Manage cost drivers including headcount, overtime, shrinkage, and productivity Improve margins through operational efficiencies and automation initiatives Support commercial teams in pricing models, RFPs, and solution design Workforce Strategy & Planning Partner with Workforce Management to ensure accurate forecasting for seasonal and promotional demand common in US/UK markets Oversee recruitment planning to meet ramp timelines and language/skill requirements Monitor schedule adherence, occupancy, and shrinkage to balance cost and service People Leadership & Culture Lead Operations Managers, Senior Managers, and support leaders across programs Build a culture of accountability, coaching, and performance recognition Drive engagement strategies to reduce attrition in high-volume customer service environments Develop succession pipelines for frontline and leadership roles Customer Experience & Quality Partner with QA and Training to enhance soft skills, product knowledge, and customer handling for Western markets Ensure consistent tone, communication style, and service etiquette aligned with US & UK customer expectations Drive root cause analysis on customer dissatisfaction and repeat contacts Compliance & Risk Management Ensure compliance with data privacy and consumer protection standards relevant to US and UK clients (e.g., GDPR awareness, PCI-DSS where applicable) Oversee information security, call handling standards, and regulatory adherence Lead business continuity and disaster recovery readiness Continuous Improvement & Innovation Lead Lean/Six Sigma or process improvement initiatives to reduce AHT and improve FCR Champion automation, self-service, and AI-assisted support tools Use data analytics and VOC (Voice of Customer) insights to improve journey and service outcomes Governance & Reporting Provide executive-level reporting on operational, financial, and CX performance Establish governance routines with internal and client stakeholders Drive accountability through performance dashboards and action planning Key Performance Indicators (KPIs) SLA attainment (Service Level, Response Time, Backlog) Customer Satisfaction (CSAT) / NPS First Contact Resolution (FCR) Quality Assurance scores Employee engagement & attrition Revenue, margin, and cost per contact Client retention and account growth Qualifications & Experience Bachelor’s degree in Business, Management, or related field (MBA preferred) 12+ years of experience in BPO/call center operations 5+ years leading large customer service operations for US/UK markets Proven experience managing 500–1,500+ FTE across multiple accounts Strong P&L ownership and commercial acumen Experience working directly with international clients and stakeholders Knowledge of Western customer service standards and communication expectations Lean / Six Sigma certification preferred Core Competencies Customer Experience leadership Strategic and commercial thinking Advanced data analysis and decision-making Executive client management Cross-cultural leadership Change and transformation management Strong presentation and communication skills Work Environment

24/7 customer service environment supporting US & UK time zones which requires schedule flexibility and availability. Fast-paced, metrics-driven, client-facing BPO setting.