The posting
Key responsibilities:
- Own the end-to-end performance of the operational-enablement function — Workforce Management, Real-Time / Control Tower operations, MIS/Reporting/Decision support, Quality/knowledge management, and Training Management.
- Establish and run a centralized Control Tower providing real-time, cross-account command and visibility of service levels, adherence, occupancy, and intraday performance, with the authority to intervene to protect contractual SLAs.
- Set and manage the function's operating plans and budget to meet cost-to-serve and efficiency targets, contributing directly to the protection of operational margin.
- Act as the FP&A focal point for the business — owning the operational inputs to budgeting, forecasting, and variance analysis, and converting operational performance data into financial insight that informs the General Manager's P&L decisions.
- Lead a multi-team function through subordinate managers — including the MIS Manager — setting objectives, standards, and performance expectations for each sub-function.
- Own Workforce Management end-to-end — demand forecasting, capacity planning, scheduling, shrinkage, and adherence — across all accounts to achieve both client and employee satisfaction.
- Own reporting governance and business intelligence across the portfolio, ensuring systems capture and report all service metrics and trends through a single, reliable source of truth.
- Ensure all contractual quality and reporting standards are consistently met, and that COPC standards are implemented and maintained to secure successful annual certification.
- Provide the data, insight, and operational readiness that underpin client business reviews and support the achievement of client-satisfaction and retention targets.
- Act as the operational nerve center during disruptions — owning alerting, escalation, incident management, and business-continuity coordination across the unit.
- Ensure all operational needs from a workforce, quality, and training perspective are planned and fulfilled on time and to agreed standards.
- Drive automation and AI adoption across reporting, workforce management, and monitoring to improve speed, accuracy, and cost efficiency.
- Own the delivery of special value-add and transformation projects that improve service quality, efficiency, and cost across the operation — from business case through to realized benefit.
- Establish the tools, mechanisms, and cadences to track functional performance, close performance gaps, and continuously improve service delivery.
- Ensure timely preparation and review of goals and development plans to address and improve any performance gaps across the function.
- Optimize team structures within the function and maintain effective succession plans, developing direct reports to maximize their potential.
- Maintain a healthy, high-performance culture within the function that reinforces the company's reputation for delivery reliability in the market.
Required Qualifications
- Bachelor's degree in Business Administration, Operations Management, Finance, Engineering, or a related field; MBA and COPC/Lean Six Sigma/PMP certifications preferred.
- 12+ years of experience in BPO/CX operations, with at least 5 years in a senior leadership role managing WFM, Control Tower/RTM, MIS, Quality, Training, or Operational Excellence functions.
- Proven track record in leading multi-client, multi-site operations and establishing centralized performance governance and Control Tower frameworks.
- Strong financial and analytical acumen with experience in budgeting, forecasting, variance analysis, cost management, and margin improvement initiatives.
- Expertise in workforce planning, business intelligence, reporting governance, quality management, COPC standards, and business continuity management.
- Demonstrated success in driving digital transformation, automation, and AI-enabled operational improvements, with strong leadership, stakeholder management, and people development capabilities.
