Site Director, Operations – Business Processing Outsourcing

About the role

The Site Director, Operations leads a large Business Process Outsourcing (BPO) site, ensuring financial performance, employee satisfaction, and operational excellence across multiple programs.

Key responsibilities

• Drive site revenue to meet monthly projections and achieve gross profit margins aligned with program goals.
• Manage day‑to‑day expenses, operational, administrative, and support team costs.
• Partner with stakeholders to align program operations with overall site objectives.
• Oversee site culture, employee engagement, attrition, and talent acquisition to meet hiring targets.
• Deliver KPIs and performance targets for all assigned programs.
• Interact with clients to understand objectives and adapt operating principles.
• Lead continuous‑improvement initiatives and implement best‑practice operational processes.
• Supervise the Team Lead Training program and ensure effective coaching for agents.
• Maintain and test site Business Continuity plans.

Required profile

• Minimum 10 years of relevant experience, including at least 3 years in a director‑level role.
• Proven track record of building and leading large teams with a hands‑on approach.
• Excellent communication and relationship‑management abilities.
• Strong financial acumen and experience managing departmental budgets.
• Analytical mindset with high attention to detail.

Required skills