BPO 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.