Director of Operations

We are looking for an experienced Director of BPO to lead and optimize our business operations, drive process improvements, and ensure exceptional service delivery across multiple teams and client engagements. In this role, you will be responsible for managing client relationships and driving operational efficiency to meet and exceed business goals and service-level agreements. This role is ideal for a strategic, client-focused leader ready to make a significant impact in a dynamic BPO environment.   Bold Business is a US-based leading global business processing outsourcing firm with over 25 years experience and $7B+ in client engagements. We enable small and publicly traded businesses to scale by providing global outsourcing talent services across client service, call centers, operations, technology, and other areas.    Key Responsibilities: Lead strategic initiatives to optimize business processes, enhance operational efficiency, and support long-term growth. Oversee day-to-day operations, ensuring alignment with organizational objectives and high standards of performance. Develop and manage performance metrics to measure team efficiency, client satisfaction, and overall operational success. Serve as the primary point of contact for key clients, driving business growth by expanding services and identifying new revenue opportunities. Manage client relationships, ensuring expectations are met or exceeded through clear communication and strategic insights. Implement and maintain Quality Assurance (QA) programs that track, analyze, and improve operational performance. Drive measurable ROI through strategic planning, process optimization, and effective resource management. Develop and mentor cross-functional teams, fostering a collaborative, high-performance culture. Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients, Responsible for development and administration of annual department budget to attain business goals with operational stability, Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development, Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance, Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center, Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision, Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction, Manage and expand client and coworker relationships, Find and close new revenue opportunities within the existing client base,   Key Skills & Qualifications: Minimum 5 years of experience in BPO or call center management, with a proven track record of leading cross-functional teams. Expertise in process improvement methodologies such as Lean, Six Sigma, or other continuous improvement strategies. Strong leadership skills, with the ability to mentor, develop, and guide teams to achieve their highest potential. Excellent communication, negotiation, and conflict resolution skills. Proficiency in business intelligence tools such as Power BI, Google Sheets, Jira. Analytical mindset with the ability to drive data-driven decision-making and continuous improvement. #LI-REMOTE Powered by JazzHR