Head of Operations (Senior Manager) – Remote

About the role

We are seeking a senior‑level Head of Operations to lead the performance and governance of a BPO account. The role is fully remote with occasional travel for strategic meetings and focuses on delivering service excellence in line with the Statement of Work (SOW) and Service Level Agreements (SLAs).

Key responsibilities

• Manage end‑to‑end deployment of small to medium projects in collaboration with Total Quality Management (TQM) teams.
• Monitor and report on SLA compliance, KPIs, and root‑cause analyses.
• Identify, escalate, and mitigate operational risks for internal and external stakeholders.
• Drive continuous improvement, productivity gains, and process security initiatives.
• Oversee new‑hire onboarding, training programs, and knowledge transfer to client platforms.
• Coach and mentor managers and associates to achieve low attrition and high engagement.
• Support business expansion, revenue, profitability, and financial improvement plans.

Required profile

• Proven experience leading operations teams in a BPO or call‑center environment.
• Strong people‑management skills with a track record of mentorship and talent development.
• Excellent analytical abilities to translate business requirements into operational plans.
• Ability to communicate effectively with both internal teams and external clients.

Required skills

What we offer

• Full‑remote work arrangement with occasional travel.
• Opportunity to lead a high‑impact operations function within a growing BPO organization.