Operations Director

hace 3 semanas

Lima Metropolitana, Perú eClerx A tiempo completo

Overview Operations Director Contact Center Location: Lima, Peru  |  Type: Full-time  |  Vertical: Customer Operations We are seeking a strategic Program Manager 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. Responsibilities 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. Eligibility Requirements 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. About eClerx eClerx provides business process management, analytics, and automation services to a number of Fortune 2000 enterprises, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software and high-tech. Incorporated in 2000, eClerx is one of India\'s leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 14,000+ people across its global sites in the US, UK, Italy, Germany, and Singapore, along with its delivery centers in India and Thailand. For more information, visit eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here. #J-18808-Ljbffr

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