Position: Director of Operations - Customer Service (BPO)
Director of Operations - Customer Service (BPO)
Director of Operations - Customer Service (BPO)
Req #: 408558
Cape Town, South Africa, ZA, Cape Town,
Job Description:Role Overview
The Director of Operations is responsible for leading large-scale customer service clients supporting US and UK clients within a BPO call center environment. This role ensures exceptional service delivery, client satisfaction, financial performance, and operational excellence across multiple accounts.
The Director will drive performance across voice, email, chat, and technical customer support channels while maintaining strict adherence to SLAs, regulatory expectations, and customer experience standards typical of US and UK markets.
Key Responsibilities
Operational Excellence
Lead end-to-end operations for multiple US and UK customer service clientsEnsure consistent achievement of SLAs and KPIs such as Service Level, AHT, CSAT, FCR, and Quality ScoresDrive a customer-first culture focused on empathy, resolution, and brand representationStandardize best practices across programs to improve efficiency and service qualityClient Relationship Management
Act as the senior operational leader and primary escalation point for US & UK clientsLead Weekly, Monthly, and Quarterly Business Reviews (WBRs/QBRs)Translate client expectations into actionable operational plansIdentify opportunities for account growth, value-add services, and renewalsFinancial & Commercial Ownership
Own full P&L for assigned customer service accountsManage cost drivers including headcount, overtime, shrinkage, and productivityImprove margins through operational efficiencies and automation initiativesSupport commercial teams in pricing models, RFPs, and solution designWorkforce Strategy & Planning
Partner with Workforce Management to ensure accurate forecasting for seasonal and promotional demand common in US/UK marketsOversee recruitment planning to meet ramp timelines and language/skill requirementsMonitor schedule adherence, occupancy, and shrinkage to balance cost and servicePeople Leadership & Culture
Lead Operations Managers, Senior Managers, and support leaders across programsBuild a culture of accountability, coaching, and performance recognitionDrive engagement strategies to reduce attrition in high-volume customer service environmentsDevelop succession pipelines for frontline and leadership rolesCustomer Experience & Quality
Partner with QA and Training to enhance soft skills, product knowledge, and customer handling for Western marketsEnsure consistent tone, communication style, and service etiquette aligned with US & UK customer expectationsDrive root cause analysis on customer dissatisfaction and repeat contactsCompliance & Risk Management
Ensure compliance with data privacy and consumer protection standards relevant to US and UK clients (e.g., GDPR awareness, PCI-DSS where applicable)Oversee information security, call handling standards, and regulatory adherenceLead business continuity and disaster recovery readinessContinuous Improvement & Innovation
Lead Lean/Six Sigma or process improvement initiatives to reduce AHT and improve FCRChampion automation, self-service, and AI-assisted support toolsUse data analytics and VOC (Voice of Customer) insights to improve journey and service outcomesGovernance & Reporting
Provide executive-level reporting on operational, financial, and CX performanceEstablish governance routines with internal and client stakeholdersDrive accountability through performance dashboards and action planningKey Performance Indicators (KPIs)
SLA attainment (Service Level, Response Time, Backlog)Customer Satisfaction (CSAT) / NPSFirst Contact Resolution (FCR)Quality Assurance scoresEmployee engagement & attritionRevenue, margin, and cost per contactClient retention and account growthQualifications & Experience
Bachelor’s degree in Business, Management, or related field (MBA preferred)12+ years of experience in BPO/call center operations5+ years leading large customer service operations for US/UK marketsProven experience managing 500–1,500+ FTE across multiple accountsStrong P&L ownership and commercial acumenExperience working directly with international clients and stakeholdersKnowledge of Western customer service standards and communication expectationsLean / Six Sigma certification preferredCore Competencies
Customer Experience leadershipStrategic and commercial thinkingAdvanced data analysis and decision-makingExecutive client managementCross-cultural leadershipChange and transformation managementStrong presentation and communication skillsWork Environment
24/7 customer service environment supporting US & UK time zones which requires schedule flexibility and availability. Fast-paced, metrics-driven, client-facing BPO setting.
Job Segment: Lean Six Sigma, Six Sigma, BPO, Quality Assurance, QA, Management, Operations, Quality, Technology
