BPO Operations Director

The Operations Director

The Operations Director will lead high-performing teams across a diverse portfolio, including Accounting, Architecture & Engineering, Customer Service, Back Office, IT, and Healthcare, ensuring excellence in service delivery, operational efficiency, and financial performance.

This strategic, hands-on leader will align multi-industry operations with evolving client needs, technology trends, compliance standards, and business objectives. Key responsibilities include driving cross-functional initiatives, optimizing workflows, implementing best practices, and fostering a culture of performance, accountability, and client success.

• Live and execute the mission and vision of the organization.

• Communicate effectively and build strong relationships with all stakeholders, across all levels, and all departments, to ensure alignment and collaboration.

• Lead multi-industry operations teams by developing tailored strategies for each vertical—ensuring high service levels across accounting, A&E, IT, customer service, healthcare, and back-office accounts.

• Drive business growth by identifying opportunities within current accounts and collaborating on new business proposals and service expansion.

• Conduct regular business reviews to evaluate team performance, account health, and client satisfaction across industries.

• Translate business goals into operational objectives while aligning resources and capabilities across departments and account types.

• Ensure service delivery excellence by implementing vertical-specific KPIs, operational metrics, and performance dashboards.

• Champion process improvement and technology integration tailored to the unique needs of each industry (e.g., HIPAA compliance in healthcare, security in IT, SLAs in accounting services).

• Develop long-term operational strategies that enable scalability, profitability, and high levels of client satisfaction.

• Create talent development programs and succession plans tailored to the needs of each account type, ensuring domain expertise and high employee engagement.

• Assess and manage risk across all business units including regulatory risks, service disruptions, and burnout.

• Optimize budgets and resource allocation to ensure cost-effective operations without compromising quality or compliance.

• Stay ahead of technology trends, tools, and automation strategies relevant to each vertical and implement enhancements to improve agent efficiency and customer experience.

• Establish policies and processes that support both standardization and customization, ensuring operational consistency with flexibility for vertical-specific needs.

• Bachelor’s degree in any discipline is required .

• Proficiency in Microsoft Office (intermediate to advanced level).

• Proven experience in customer service with strong people management skills.

• Minimum of 5 years’ experience as an Operations Director in a BPO or similar multi-account environment.

• Demonstrated expertise in team leadership and performance management.

• Strong decision-making and problem-solving abilities.

• Excellent verbal and written communication skills in English.

• Exceptional organizational skills and keen attention to detail.

• High level of integrity, honesty, and professionalism.

• Adaptable, calm under pressure, optimistic, and flexible.

• Results-oriented with a focus on productivity and quality.

• Quick learner with the ability to assimilate new processes independently.

• Self-motivated and confident working with minimal supervision.

• Ability to build positive yet firm relationships with employees.

• Consistent attendance and punctuality required.

• Willingness to work 100% onsite, including night shifts, rotating schedules, weekends, and holidays as needed.

WHY INTELASSIST? We grow together. We value your effort. We aim to empower you.