Operations Director Contact Center

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We are seeking a strategic Operations Director to lead multi-client delivery of customer service operations and Quality as a Service (QAAS). This role will own 24/7 operational oversight across multiple support channels (including voice, chat, email, QA), while ensuring strong cost controls and operational profitability.

• Your main responsibilities:
• 7-8 years of experience in customer operations and quality management in a BPO or shared services setup in supervisory/management roles
• Proven track record of managing cost-effective, profitable delivery in a 24/7 environment.
• Excellent leadership, budgeting, stakeholder management, and analytical skills.
• Graduate or postgraduate in Business, Technology, or Operations disciplines.
• Experience in Customer service, technical support, QAAS, automation, or digital contact center management.
• Familiarity with financial modeling, P&L management, and cost optimization
• Domain knowledge in telecom, BFSI, or e-commerce sectors is a plus.
• What do you need to apply?
• End-to-end management of client programs with responsibility for service delivery, quality, and efficiency.
• Manage 24/7 operations, workforce planning, and shift alignment to optimize resource utilization.
• Drive QAAS execution and governance—audits, calibrations, and improvement initiatives.
• Prepare and manage budgets, control costs, and ensure profitability of each client engagement.
• Monitor operational and financial KPIs, identify cost-saving opportunities, and lead corrective actions.
• Partner with clients and internal teams for business reviews, escalations, and strategic inputs.
• Lead performance management, team development, and employee engagement across functions.
• Ensure compliance with client SLAs, company policies, and information security standards.
• ¿Listo para ser parte de eClerx? Envía tu CV y acompáñanos en este camino donde la tecnología y el talento humano van de la mano.
• Conócenos un poco más: eClerx es una empresa global que brinda servicios de gestión de procesos, analítica y automatización a compañías líderes a nivel mundial. Con más de 17,000 colaboradores en todo el mundo, operamos en sectores como servicios financieros, telecomunicaciones, retail, moda, tecnología, entretenimiento, entre otros. Más info en: www.eclerx.com eClerx es un empleador que ofrece igualdad de oportunidades. Todos los postulantes calificados serán considerados para el empleo sin distinción de raza, color, religión, sexo, origen nacional, discapacidad o condición de veterano protegido, ni por ningún otro motivo legalmente protegido. También estamos comprometidos con la protección y resguardo de tus datos personales.