Operations Director

• Lead and oversee daily contact center operations across all customer contact channels and locations
• Ensure efficient allocation of human resources in line with real-time operational demand and customer contact dynamics
• Monitor operational efficiency, service quality, and productivity across teams and management layers
• Ensure high-quality, timely, and consistent service delivery in accordance with internal standards and client expectations

• Indirectly manage agents and Team Leaders through Contact Center Managers
• Directly assign tasks to Contact Center Managers and coordinate their activities
• Set goals and expectations for management teams and ensure alignment with operational priorities
• Conduct regular weekly, monthly, and ad-hoc meetings to review performance, results, and operational plans
• Support onboarding, integration, and development of new Contact Center Managers
• Promote a culture of accountability, collaboration, and continuous improvement

• Ensure the accuracy, timeliness, and relevance of operational and management reports
• Review, critically analyze, and validate reports prepared by management teams
• Request revisions or clarifications where necessary and identify improvement opportunities
• Ensure consistent reporting practices and timely submission of reports across teams
• Use reporting insights to support operational and strategic decision-making

• Collaborate with group-level directors and senior management to support sales growth, efficiency, and overall business results
• Participate in communication with new clients for the purpose of initiating business cooperation
• Support and expand business cooperation with existing clients
• Resolve complex client escalations that pose operational, financial, legal, or reputational risk
• Represent the contact center operations in discussions with key stakeholders

• Propose, review, and implement improvements to business processes, workflows, and systems
• Ensure compliance with internal policies, procedures, management systems, and data security standards
• Promote awareness and understanding of operational rules, procedures, and compliance requirements across teams
• Support the adoption of best practices and industry standards within contact center operations

• Approve and oversee training and development plans in line with defined budgets and operational priorities
• Identify training needs to improve operational efficiency, performance, and employee satisfaction
• Support employee development initiatives and leadership development within the management structure
• Maintain an appropriate level of employee engagement and motivation necessary to achieve business goals