Are you a people-first leader who thrives in fast-paced, performance-driven environments? We’re looking for a dynamic Operations Leader to drive excellence, inspire teams, and elevate customer experience within a high-growth BPO setting.
This is an opportunity to step into a high-impact role where your leadership directly shapes performance, culture, and client success.
What You’ll Do
- Lead end-to-end team operations including workforce planning, onboarding, coaching, and retention
- Drive performance by setting clear goals and aligning execution with business and client objectives
- Champion operational excellence by ensuring compliance with internal standards and regulatory requirements
- Maintain strong on-the-floor presence-coaching in real time, removing roadblocks, and energizing teams
- Analyze performance and quality metrics, delivering actionable insights and targeted coaching
- Foster a culture of accountability, engagement, and continuous improvement
- Effectively cascade updates, priorities, and changes across all levels
- Act as a role model promoting collaboration, ownership, and an inclusive work environment
What We’re Looking For
- At least 3 years of leadership experience in a BPO or contact center environment
- Proven track record in managing performance within a metrics-driven operation
- Strong coaching, communication, and stakeholder management skills
- Ability to balance business results with people development and engagement
- A proactive, solutions-oriented mindset with a passion for continuous improvement
Responsibilities
What You’ll Do
- Lead end-to-end team operations including workforce planning, onboarding, coaching, and retention
- Drive performance by setting clear goals and aligning execution with business and client objectives
- Champion operational excellence by ensuring compliance with internal standards and regulatory requirements
- Maintain strong on-the-floor presence-coaching in real time, removing roadblocks, and energizing teams
- Analyze performance and quality metrics, delivering actionable insights and targeted coaching
- Foster a culture of accountability, engagement, and continuous improvement
- Effectively cascade updates, priorities, and changes across all levels
- Act as a role model promoting collaboration, ownership, and an inclusive work environment
Qualifications
What We’re Looking For
- At least 3 years of leadership experience in a BPO or contact center environment
- Proven track record in managing performance within a metrics-driven operation
- Strong coaching, communication, and stakeholder management skills
- Ability to balance business results with people development and engagement
- A proactive, solutions-oriented mindset with a passion for continuous improvement
