Operations Director

hace 1 día

Lima, Perú Eclerx A tiempo completo

**Operations Director Contact Center**
- ___________________________________

Location: Lima, PE

Type: Full-time

Vertical: Customer Operations
- ___________________________________

**Summary**

**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 optimizationDomain knowledge in telecom, BFSI, or e-commerce sectors is a plus.

**About eClerx**

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.

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