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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.
Client Relationship Management: Act as the senior point of contact for key clients.
Build and maintain strong client relationships.
Conduct regular business reviews.
Performance & KPI Management: Monitor and analyze operational metrics.
Im...