Senior Director - BPO Operations

BPO Senior Director Job Description Roles & Responsibilities: • Responsible for the successful operation and leadership in area of responsibility • Designs and implements mid-to-long term operating strategies and tactics • Responsible for the achievement of operational and financial results • Plans, directs and coordinates operational activities with the help of established organizational design and team structure • Takes lead position in initiating customer relationships, determining project scope, developing the final proposal, and making executive presentations • Will be responsible for leading, decision making on operating procedure, workflow and the overall quality and success of department(s) assigned • Guides direct reports to execute functional / BU plans and initiatives • Uses negotiation and influence skills to manage key stakeholder relationships • Creates opportunities for growth and change through revisions to current industry practices • Researching emerging trends and recommending new company offerings to satisfy customers’ needs • Ideate, Designs and implements mid- to long-term commercial strategies and tactics, including automation and service digitization Key Skills: • Telcom industry vertical expert • Extensive experience in managing various telecom functions such as customer service, upselling and cross selling, customer retention and debt management • Experience in CX, customer relationships, people management, project management and relevant industry information. • Expert negotiation & presentation skills • Expert ability to communicate clearly and effectively both verbally and in writing. • Ability to provide leadership to multiple disciplines or departments within a function on a global basis. Qualifications & Experience: • Graduate or above degree • Requires 15+ years relevant experience. (Includes 10+ years business development and leadership experience.) Experience Level Senior Level