Director Operations

Job Requirements

• Proven track record leading BPO or contact-centre operations at director level.
• Experience owning delivery, headcount, and margin across multiple campaigns.
• Strong client-facing communication, including senior-level escalation handling.
• Comfort making decisions on a floor that runs around the clock.

Job Description

Director Operations (Leadership)

We are seeking a dynamic and results-oriented Director for Arvato BPO, to lead and oversee all aspects of our BPO operations. In this role, you will be responsible for developing and implementing operational strategy across campaigns, headcount, and client delivery.

• Own operational delivery across every live campaign.
• Set and hold the KPI framework the floor is managed against.
• Own headcount planning, attrition, and capacity against client demand.
• Carry client relationships at senior level, including escalations and reviews.
• Develop the management layer beneath you — managers, team leads, and QA.