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.
