Senior Director of Operations

Business & Operations Leadership

• Provide end-to-end leadership for international Inbound & Outbound Voice operations.
• Manage large and complex delivery teams and ensure achievement of SLA, productivity, quality, CSAT/NPS and business targets.
• Drive operational strategy, performance governance, capacity planning and continuous improvement.
• Lead from the front as the business/program SME and operational thought leader.

Client & Stakeholder Management

• Own senior-level client relationships, governance and business reviews.
• Manage escalations and translate client requirements into effective operational strategies.
• Identify opportunities for value creation, service enhancement and business growth.

Transformation & Centre of Excellence

• Drive the development and implementation of a Contact Centre Centre of Excellence.
• Identify and implement initiatives across process improvement, automation, analytics, productivity and customer experience.
• Establish and scale best practices across Contact Centre operations.

People & Leadership

• Lead, mentor and develop a strong operational leadership team.
• Drive employee engagement, retention, succession planning and leadership development.
• Build a high-performance culture focused on accountability, customer obsession and continuous improvement.

Governance & Business Excellence

• Drive operational governance, quality, compliance and audit standards.
• Partner with WFM, Quality, Training and support functions to optimize delivery.
• Prepare and review operational dashboards, performance trends and improvement plans.
• Demonstrate strong understanding of revenue, cost and P&L drivers.