BPO Operations Director

Overview

LevelUp is a specialist agency that provides outsourcing solutions to WordPress vendors, agencies, and website owners. For over seven years, we have successfully collaborated with a variety of WordPress companies, providing valuable operational and back-office support. We have a large team of skilled and passionate WordPress professionals who are committed to delivering high-quality work to our clients. 

Position Summary

The Operations Director will provide strategic leadership and direction for all operational activities within the organization. This role is responsible for overseeing multiple service delivery teams, ensuring adherence to client Service Level Agreements (SLAs), optimizing resource utilization, and driving continuous process improvements. The ideal candidate will possess strong leadership abilities, operational excellence, a customer-centric mindset, and a proven track record of achieving performance targets in a fast-paced BPO environment.

• Oversee day-to-day service delivery, ensuring operational KPIs and SLAs are consistently met or exceeded.
• Create and maintain operational dashboards to monitor performance metrics, identify trends, and drive data-based decisions.
• Manage capacity planning and workforce allocation to optimize productivity.

• Lead, mentor, and motivate cross-functional teams, promoting a culture of collaboration, accountability, and continuous learning.
• Establish clear goals, objectives, and performance standards for managers and staff.
• Identify training needs and coordinate professional development initiatives to enhance team performance.

• Develop and implement operational strategies aligned with the company’s overall goals and objectives.
• Forecast operational needs, set performance targets, and manage budgets to ensure financial viability.
• Identify areas for expansion or diversification of service offerings.

• Act as a senior point of contact for key clients, addressing escalations and ensuring high levels of customer satisfaction.
• Collaborate with the account management and sales teams to expand existing client relationships and support new business opportunities.
• Conduct regular business reviews with clients, showcasing operational performance and proposed improvements.

• Lead initiatives to streamline processes, reduce costs, and improve quality and efficiency across BPO operations.
• Implement industry best practices, process automation, and innovative technologies to stay ahead of market trends.
• Utilize data analytics to drive improvements in delivery, quality, and overall operational excellence.

• Ensure adherence to contractual obligations, regulatory requirements, and internal policies.
• Identify operational risks and develop mitigation strategies to maintain service continuity and data security.
• Oversee audits and compliance-related activities, ensuring all requirements are met.

• Collaborate with HR and recruitment teams to define hiring needs and develop effective talent acquisition strategies.
• Provide operational insights on role requirements, ensuring alignment with both client expectations and service delivery standards.
• Serve as the final reviewer and approver for hires related to specific clients and services, ensuring that new team members meet performance, skill, and cultural fit criteria.

• 8+ years of operations management experience in a BPO or similar outsourcing environment.
• 2+ years of experience in operations director or COO role
• Exceptional leadership, people management, and interpersonal skills.
• Excellent verbal and written communication skills for stakeholder engagement and relationship building.
• Ability to lead through influence and inspire diverse teams to meet high performance standards.
• Strategic thinking and the ability to translate vision into actionable plans.
• Proven track record in managing large, cross-functional teams and successfully delivering on SLA commitments.
• Proficiency in data analytics tools and CRM/workforce management systems.
• Strong grasp of continuous improvement methodologies (e.g., Lean, Six Sigma).
• Strong analytical and problem-solving capabilities.
• Resilience and adaptability in a dynamic, fast-paced environment.
• Customer-centric mindset with a focus on quality and continuous improvement.
• Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA or equivalent advanced degree is a plus.

• Fully remote (in-person 1-day meetings once per quarter)
• Opportunity to shape and lead a dynamic, fast-growing BPO organization.
• Collaborative environment with a commitment to excellence.
• Competitive compensation package and benefits.