Director of Operations

Support Services Group (SSG), established in 1998, is a leading provider of global omnichannel contact center services. We specialize in delivering exceptional customer care for brands that prioritize customer satisfaction and loyalty. Our tailored solutions encompass Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, Membership Services, Travel, and more.

We are seeking a dynamic and results-driven Operations Director to oversee operations and client support for a single client program spanning multiple centers. This role is responsible for ensuring operational excellence, meeting and exceeding client performance expectations, and driving strategic execution across all program sites.

The BPO Director will lead a team of Senior Managers and Managers, ensuring the effective delivery of key performance metrics, including sales, customer satisfaction (CSAT), and save rate targets within an inbound retention environment. This individual will play a critical role in developing high-performing teams, driving efficiency, and fostering a strong client partnership.

Key Responsibilities:

• Provide strategic leadership and operational oversight for the client’s inbound retention program across multiple locations.
• Ensure achievement of sales, CSAT, and save rate targets, proactively identifying performance gaps and driving continuous improvement.
• Lead and develop Senior Managers and Managers, fostering a culture of accountability, engagement, and high performance.
• Act as a operational liaison for the client, maintaining strong relationships and ensuring alignment with business objectives.
• Oversee workforce planning, staffing, and capacity management to ensure optimal program performance.
• Utilize data-driven insights to assess trends, forecast challenges, and implement action plans for sustainable success.
• Collaborate cross-functionally with HR, IT, Workforce Management, Finance, and other departments to support program goals.
• Maintain compliance with company policies, client expectations, and regulatory requirements across all sites.
• Drive innovation and process improvements to enhance customer experience, employee engagement, and overall efficiency.

Minimum Qualifications include:

• English proficiency both written and oral required (C1 level or higher).
• Sales or Retention experience preferred.
• Must be willing to travel as business needs require.
• Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA or advanced degree preferred.
• Minimum of 7 years in operational leadership roles within the BPO or contact center industry, with at least 4 years in a senior management position.
• Strong strategic planning and analytical abilities.
• Exceptional leadership and team development skills.
• Excellent communication and interpersonal skills.
• Proven ability to manage complex projects and drive organizational change.
• Proficiency in operational performance metrics and financial management.

This role requires a proven leader with deep BPO experience, a strong understanding of retention strategies, and the ability to drive operational excellence in a fast-paced, high-performance environment.

Support Services Group is a CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.

Last updated on Feb 3, 2025