Site Director, Operations - Business Processing Outsourcing

About the role

The Site Director oversees the entire site, including financial targets and employee satisfaction, and directly supervises operational metrics for assigned programs. The site covers approximately 1,000 to 3,000 employees.

Key responsibilities

• Deliver site revenue against monthly projections and gross profit margins based on program goals.
• Manage daily expenses, operational, administrative and support team costs.
• Partner with stakeholders so that program operations and KPIs align with site objectives.
• Manage site culture, employee engagement and attrition.
• Interact with clients to understand their objectives and align operating principles.
• Lead continuous improvement and innovation through operational best practices with the wider team.
• Oversee the Team Lead training program and coaching of agents, and partner with Talent Acquisition on hiring objectives.
• Oversee site business continuity plans.

Required profile

• At least ten years of related experience, with at least three years at director level.
• Proven track record of building and leading teams with a hands-on approach.
• Experience managing departmental budgets and strong financial acumen.

Required skills

• Excellent communication and relationship management skills.
• Strong analytical skills and attention to detail.