Job Title: Operations Director
Job Summary:
The Operations Director is responsible for overseeing end-to-end service delivery, ensuring operational excellence, client satisfaction, and profitability across all BPO programs. This role leads large-scale teams, drives performance against KPIs, and collaborates with cross-functional teams to optimize processes, improve efficiency, and support business growth.
Key Responsibilities:
Operational Leadership:
- Lead and manage multiple BPO accounts/programs across functions.
- Ensure delivery of high-quality services aligned with client SLAs, KPIs, and contractual obligations.
- Drive continuous improvement initiatives.
- Act as the senior point of contact for key clients.
- Build and maintain strong client relationships.
- Conduct regular business reviews.
- Monitor and analyze operational metrics.
- Implement corrective actions.
- Ensure teams consistently meet targets.
- Manage P&L for assigned programs.
- Drive cost optimization.
- Oversee budgeting and forecasting.
- Lead and develop managers and team leaders.
- Build a high-performance culture.
- Support hiring and succession planning.
- Identify process gaps and implement solutions.
- Drive automation and digital initiatives.
- Ensure adherence to policies and regulations.
- Manage operational risks.
Qualifications:
- Bachelor’s degree in Business or related field.
- MBA preferred.
- 10–15+ years of BPO experience.
- Leadership and people management
- Client management
- Analytical thinking
- Financial acumen
- Communication skills
- SLA achievement
- Customer satisfaction
- Employee engagement
- Profitability
Skills Required
- Bachelor's degree in Business or related field
- MBA
- 10-15+ years of BPO experience
- P&L management and budgeting experience
- Experience leading large teams and developing managers
- SLA, KPI monitoring and corrective action implementation
- Client relationship and senior stakeholder management
- Process improvement and automation/digital initiative experience
What We Do
We are a global customer support partner delivering high-touch, omnichannel CX solutions for brands of all sizes. With operations across the USA, Mexico, Guatemala, Belize, Colombia, and the Philippines, cxperts provides scalable, cost-efficient onshore, nearshore and offshore support without compromising quality. As a trusted extension of every brand we represent, we deliver expert customer support tailored to your industry—whether eCommerce, healthcare, BFSI, or other key verticals. Our team brings deep domain expertise, operational agility, and a relentless focus on satisfaction, one interaction at a time. What sets us apart: ✓ Industry-specialized CX services ✓ Bilingual, culturally aligned agents ✓ Commitment to performance and consistency ✓ Rapid scalability and flexible support models Let cxperts be your edge in today’s experience-driven market. Learn more at www.cxperts.us
