Associate Director of Operations – US Account (BPO)
Location: VXI Egypt
Industry: BPO / Contact Center
Position Summary
The Associate Director of Operations is responsible for leading large-scale US-based accounts, ensuring the delivery of operational excellence, client satisfaction, and financial performance.
This role oversees multiple teams and functions, driving performance across KPIs, people management, and client engagement, while aligning operations with strategic business objectives.
Key Responsibilities
Operational Leadership
- Lead and oversee end-to-end operations for US accounts, ensuring achievement of client SLAs and business targets
- Drive performance across key metrics including NPS / CSAT, QA, AHT, Productivity, Revenue, and Cost Efficiency
- Ensure consistent delivery of high-quality customer experience and operational excellence
- Monitor and manage daily, weekly, and monthly performance reports and take corrective actions
Client & Stakeholder Management
- Act as the primary point of contact for US-based clients, ensuring strong relationship management and satisfaction
- Lead client governance meetings, business reviews (WBRs / MBRs / QBRs), and performance discussions
- Provide strategic insights and recommendations to improve account performance and growth
- Handle escalations and ensure timely resolution of critical issues
People Leadership & Development
- Lead and develop a team of Operations Managers, Team Leaders, and Support Functions
- Drive a culture of accountability, engagement, and high performance
- Oversee succession planning, talent development, and leadership pipeline
- Ensure effective coaching, performance management, and employee engagement initiatives
Financial & Business Management
- Manage account P&L, including cost control, budgeting, and revenue optimization
- Ensure efficient resource utilization and workforce planning
- Identify opportunities for cost reduction and process optimization
- Support business growth through expansion opportunities and upselling
Cross-Functional Collaboration
- Partner with Quality, Training, WFM, HR, and IT teams to drive performance improvement initiatives
- Ensure alignment across all departments to meet operational and client objectives
- Lead initiatives related to process improvement, automation, and innovation
Continuous Improvement & Strategy
- Drive process improvement initiatives using data-driven insights
- Implement best practices to enhance operational efficiency and customer experience
- Support strategic planning and execution for long-term account growth
Key Performance Indicators (KPIs)
- Client Satisfaction (CSAT / NPS)
- Quality Assurance (QA) Scores
- Service Level & AHT
- Revenue & Profitability (P&L)
- Employee Engagement & Attrition
- Operational Efficiency & Cost Control
Requirements
- 8–12+ years of experience in BPO / Contact Center Operations
- Proven experience managing large US accounts
- Strong background in operations leadership and client management
- Experience in managing P&L and financial performance
- Excellent leadership, communication, and stakeholder management skills
- Strong analytical and problem-solving capabilities
Preferred Qualifications
- Experience in Telecom / E-commerce / Sales Accounts
- Exposure to multi-site or regional operations
- Knowledge of process improvement methodologies (Lean / Six Sigma)
Work Environment
- Fast-paced, performance-driven BPO environment
- May require alignment with US time zones
