Job Description: This is a leadership role that requires a strong background in operations management. The successful candidate will be responsible for ensuring the smooth day-to-day operation of our business, exceeding client SLAs, and motivating and aligning our teams. - Ensure daily operations surpass both internal expectations and external SLAs - Directly lead Team Leaders and LOPs, overseeing KPIs, service delivery, and client satisfaction - Monitor production, service levels, and quality to proactively make adjustments - Act as the main contact for clients, and collaborate with QA, IT, Finance, TA, HR and support areas - Coach and develop your direct reports, fostering high performance - Own client lifecycle resolution from end to end - Create and maintain detailed operational reports and data-driven insights - Drive results through KPI analysis and proactive action - Ensure profitability through smart resource management - Foster strong client relationships and visibility Responsibilities include: 1. Leading Team Leaders and LOPs to achieve excellent service delivery and client satisfaction 2. Maintaining high-level reporting and analytics to inform strategic decisions 3. Proactively identifying and resolving operational issues to ensure seamless service delivery 4. Balancing competing priorities and multiple stakeholders to meet business objectives We are looking for someone who can demonstrate: - Proven experience in BPO operations or similar leadership roles (+4 years) - Exceptional communication, organization, and people management skills - KPI- and results-driven mindset - Experience handling tenured teams and large-scale programs - Strong analytical and reporting capabilities - Calm, client-facing presence under pressure Requirements: The ideal candidate will have: - A Bachelor's degree in Business Administration or related field - At least 4 years of experience in a similar leadership role - Excellent communication, organizational, and people management skills - Ability to analyze complex problems and provide effective solutions