The Senior Director, Service Operations is a key leadership role responsible for overseeing and optimizing the operational functions of CX & Service Operations across APAC and EU regions. This includes strategic ownership of Workforce Management (WFM), Agent Enablement (training, quality, and content), and Business Process Outsourcing (BPO) Management. This leader will ensure excellence in service delivery through strategic planning, workforce optimization, vendor management, and continuous process improvement.
This role demands strong strategic thinking, operational expertise, and leadership capabilities to align cross-functional teams and drive impactful results in a complex, high-growth environment.
Responsibilities
Work Force Management (WFM)
- Develop and oversee the WFM strategy to ensure optimal staffing and resource allocation across APAC and EU regions.
- Lead business planning and forecasting processes to align workforce needs with business objectives.
- Establish and monitor staffing models, ensuring scalability and flexibility to meet demand fluctuations.
Agent Enablement
- Oversee training, quality assurance, and content development for customer operations teams.
- Drive continuous improvement in training programs to ensure agents are equipped with the skills and knowledge to deliver exceptional service.
- Establish quality standards and feedback mechanisms to enhance agent performance and consistency.
- Manage the development and maintenance of internal knowledge bases and support content.
BPO Management
- Develop and execute a comprehensive vendor and BPO management strategy to support business objectives.
- Identify, onboard, and evaluate BPO partners to ensure alignment with company standards and goals.
- Oversee contract negotiations, renewals, and ensure compliance with all legal and regulatory requirements.
Performance Monitoring and Improvement
- Set and monitor KPIs, SLAs, and performance metrics for WFM, agent enablement, and BPOs.
- Conduct regular business reviews to assess performance, address issues, and identify opportunities for improvement.
- Lead efforts to optimize processes, improve efficiency, and reduce operational costs across all service delivery functions.
Cross-Functional Collaboration
- Collaborate with internal stakeholders (e.g., CX & Service Ops, COEs, Finance, Product, etc) to ensure alignment of service delivery activities with broader business needs.
- Work closely with data teams to leverage insights for workforce planning, training improvements, and vendor performance optimization.
Leadership and Team Development
- Build, mentor, and develop a high-performing team, fostering a culture of accountability, innovation, and continuous improvement.
- Lead by example, demonstrating operational excellence and a customer-first mindset.
