Director of Operations

About the role

We are seeking a Director of Operations to lead and optimise call centre activities across multiple accounts or lines of business. The role serves as the primary client liaison, ensuring service levels, KPIs and financial targets are met while driving continuous improvement.

Key responsibilities

• Oversee day‑to‑day call centre operations, training and quality for one or more programs.
• Maintain strong client relationships, translate client requirements into actionable plans and communicate performance transparently.
• Ensure adherence to all processes, policies and service‑level agreements, and monitor global and individual metrics for improvement.
• Manage full P&L responsibility for assigned programs, control costs, and meet budgetary targets.
• Coordinate with internal support functions such as HR, IT, Finance, Facilities and Learning Services to fulfil client needs.
• Conduct regular business reviews, track KPI attainment and drive profitability.
• Implement performance management, coaching, recognition and corrective actions for team members.
• Participate in budgeting, cost control and resource planning activities.

Required profile

• Proven experience leading large‑scale call centre or contact‑center operations.
• Strong client‑facing skills with the ability to build and sustain professional relationships.
• Demonstrated financial acumen with full P&L ownership.
• Excellent organisational and coordination abilities across multiple internal functions.
• Ability to analyse performance data and drive continuous improvement.

Required skills

• Leadership and people‑management.
• Budgeting and financial management.
• Process compliance and quality assurance.
• Client relationship management.
• Performance monitoring and reporting.