Director of Operations - Customer Service; BPO Job Cape Town area,South Africa,Management

Position: Director of Operations - Customer Service (BPO)

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 clients

Ensure consistent achievement of SLAs and KPIs such as Service Level, AHT, CSAT, FCR, and Quality Scores

Drive a customer-first culture focused on empathy, resolution, and brand representation

Standardize best practices across programs to improve efficiency and service quality

Client Relationship Management

Act as the senior operational leader and primary escalation point for US & UK clients

Lead Weekly, Monthly, and Quarterly Business Reviews (WBRs/QBRs)

Translate client expectations into actionable operational plans

Identify opportunities for account growth, value-add services, and renewals

Financial & Commercial Ownership

Own full P&L for assigned customer service accounts

Manage cost drivers including headcount, overtime, shrinkage, and productivity

Improve margins through operational efficiencies and automation initiatives

Support commercial teams in pricing models, RFPs, and solution design

Workforce Strategy & Planning

Partner with Workforce Management to ensure accurate forecasting for seasonal and promotional demand common in US/UK markets

Oversee recruitment planning to meet ramp timelines and language/skill requirements

Monitor schedule adherence, occupancy, and shrinkage to balance cost and service

People Leadership & Culture

Lead Operations Managers, Senior Managers, and support leaders across programs

Build a culture of accountability, coaching, and performance recognition

Drive engagement strategies to reduce attrition in high-volume customer service environments

Develop succession pipelines for frontline and leadership roles

Customer Experience & Quality

Partner with QA and Training to enhance soft skills, product knowledge, and customer handling for Western markets

Ensure consistent tone, communication style, and service etiquette aligned with US & UK customer expectations

Drive root cause analysis on customer dissatisfaction and repeat contacts

Compliance & 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 adherence

Lead business continuity and disaster recovery readiness

Continuous Improvement & Innovation

Lead Lean/Six Sigma or process improvement initiatives to reduce AHT and improve FCR

Champion automation, self-service, and AI-assisted support tools

Use data analytics and VOC (Voice of Customer) insights to improve journey and service outcomes

Governance & Reporting

Provide executive-level reporting on operational, financial, and CX performance

Establish governance routines with internal and client stakeholders

Drive accountability through performance dashboards and action planning

Key Performance Indicators (KPIs)

SLA attainment (Service Level, Response Time, Backlog)

Customer Satisfaction (CSAT) / NPS

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