Associate Director of Operations

Key Responsibilities

Leadership & Management

• Assist the Director of Operations to design, implement, and evaluate strategic initiatives aligned with organizational goals.
• Mentor and develop team members through coaching, training, and goal-setting to support career progression and improve overall team capabilities.
• Translate high-level business objectives into actionable plans, ensuring alignment between strategic goals and day-to-day activities.
• Cultivate a high-performance culture rooted in collaboration, transparency, and continuous improvement.

On-Site Presence & Employee Relations

• Maintain an active presence across operational areas to monitor workflow, provide guidance, and address real-time challenges.
• Act as a liaison between staff and senior leadership to address concerns, manage conflict resolution, and foster open communication.
• Champion employee engagement by promoting a culture of inclusivity, respect, and recognition.
• Oversee employee performance through regular evaluations, constructive feedback, and performance improvement plans where necessary.
• Ensure staffing levels and shift coverage align with business needs and operational goals.

Client Satisfaction & Service Quality

• Ensure exceptional service delivery by monitoring service standards and proactively addressing client issues and feedback.
• Build and maintain strong relationships with key clients, understanding their expectations and ensuring those expectations are met or exceeded.
• Identify opportunities to enhance client experiences through process enhancements, training, and innovation.
• Regularly assess client satisfaction metrics and collaborate with teams to implement corrective actions and drive improvement.

Operational Efficiency & Problem Solving

• Evaluate and improve operational processes to increase efficiency, reduce costs, and enhance overall service quality.
• Monitor adherence to internal policies, procedures, and regulatory compliance, and take corrective actions as needed.
• Utilize data analytics and KPIs to identify trends, measure success, and inform operational decision-making.
• Serve as a problem solver for day-to-day operational challenges, ensuring timely and effective resolution of issues.

Schedule

• 8 hour shift
• Evening shift
• Night shift

Qualification & Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field (or equivalent work experience)
• Minimum of 5 years of experience in an operations leadership role, preferably in a fast-paced, service-oriented environment.
• Strong leadership, team-building, and interpersonal skills.
• Excellent analytical and problem-solving abilities.
• Proven ability to manage multiple priorities while maintaining a high level of attention to detail.
• Proficiency in using operational software, performance metrics, and reporting tools.
• Commitment to fostering a diverse and inclusive workplace
• Experience: Operations Manager in BPO: 5 years (Preferred)

Benefits