Senior Operations Leader - Broadband/Telecom/Energy & Utilities Sector - BPO

Senior Operations Leaders | Broadband & Telecom / Energy & Utilities

Job Description :

Key Responsibilities :

- Lead and manage large-scale operations across customer service, outbound sales, retention, collections, or support programs, ensuring achievement of business objectives.

- Drive operational performance through effective governance of SLAs, KPIs, quality metrics, productivity targets, and customer satisfaction measures.

- Manage and mentor large teams, including team leaders and managers, fostering a high-performance and customer-centric culture.

- Own revenue, profitability, and operational efficiency targets by identifying growth opportunities, optimizing resource utilization, and improving performance outcomes.

- Build and maintain strong client relationships, acting as a trusted partner and ensuring delivery excellence across all operational engagements.

- Lead process improvement and transformation initiatives to enhance customer experience, operational efficiency, and overall business performance.

- Collaborate with cross-functional teams including sales, quality, training, workforce management, and technology teams to drive strategic initiatives and business goals.

- Analyze operational data and business metrics to identify trends, risks, and opportunities, and provide actionable recommendations to leadership.

Required Qualifications :

- Bachelors degree in Business Administration, Management, Commerce, or a related field.

- 8+ years of experience in Operations Management within a BPO or Contact Center environment.

- Experienced in SLA management, KPI governance, and performance optimization.

- Proven experience managing large teams and multi-functional operations.

- Strong expertise in outbound sales, customer operations, collections, or international voice processes.

- Strong client management and stakeholder engagement skills.

- Experience managing revenue, profitability, and operational performance metrics.

Preferred Industry Experience :

Candidates with experience in the following sectors will be highly preferred :

- Broadband & Telecom

- Energy & Utilities

- Collections & Recovery Operations

- International Voice Processes

- Customer Service & Sales Operations

Key Skills :

- Operations Leadership

- Contact Center Management

- Outbound Sales Operations

- Customer Experience Management

- SLA & KPI Governance

- Revenue & Profitability Management

- Client Relationship Management

- Team Leadership & People Management

- Process Excellence & Continuous Improvement

- Stakeholder Management

- Performance Management

- Data Analysis & Reporting