BPO Operation Director

BPO Operations DirectorCompensation: $300,000+ annuallyPosition Summary:The BPO Operations Director is responsible for leading large-scale contact center operations, ensuring service excellence, profitability, and client satisfaction across multiple programs and regions. This role requires strategic oversight of operations, workforce planning, performance management, and continuous improvement initiatives to drive operational efficiency and business growth.Key Responsibilities:Oversee day-to-day operations across multiple BPO sites, ensuring adherence to client SLAs, KPIs, and quality standards.Lead and develop a team of senior managers and operations leaders to achieve performance excellence.Drive strategic initiatives focused on operational optimization, digital transformation, and customer experience improvement.Manage P&L responsibilities, budgets, and resource allocation to ensure profitability.Build and maintain strong relationships with key clients and stakeholders to ensure long-term partnerships.Implement best practices in workforce management, training, and process automation.Analyze business performance data to identify areas of improvement and implement corrective actions.Qualifications:Bachelor’s degree in Business Administration, Operations Management, or related field (MBA preferred).10+ years of leadership experience in BPO operations, with a proven track record in managing large teams and multiple clients.Strong analytical, financial, and strategic planning skills.Excellent communication and leadership abilities.Fluency in English; bilingual (Spanish/French) is a plus. Patriciabaez@patriciabaez.net, subject: BPO