Director - Retail Operations - BPO

Role Overview:

We are seeking a Director - Retail Operations to lead large-scale global voice operations for retail clients within a BPO/ITES environment.

Key Responsibilities:

- Lead end-to-end retail operations for global clients, ensuring consistent delivery of SLA, KPI, quality, productivity, and customer experience targets.

- Manage multiple retail programs with responsibility for operational performance, financial metrics, and customer satisfaction.

- Provide leadership to a large organization comprising Senior Managers, Operations Managers, Team Leaders, and frontline teams.

- Build and strengthen relationships with global client stakeholders, serving as a trusted strategic partner.

- Drive operational excellence through process optimization, automation, continuous improvement, and transformation initiatives.

- Own business reviews, governance meetings, and executive-level client engagements.

- Drive workforce planning, forecasting, capacity planning, and cost optimization initiatives.

- Partner with Quality, Training, WFM, HR, Finance, and other support functions to achieve business objectives.

- Lead transitions, process migrations, business expansion, and new client implementations.

Required Experience:

- 14+ years of experience in BPO/ITES operations with significant experience leading Retail Voice Operations.

- Proven experience managing global retail accounts across markets such as the US, UK, Europe, or APAC.

- Strong experience managing large-scale contact center operations with ownership of multiple programs and delivery leaders.

- Demonstrated success in driving operational excellence, customer experience, and business transformation initiatives.

- Experience managing P&L, revenue, margins, productivity, and operational governance.

- Strong executive presence with experience interacting with senior client stakeholders.

- Excellent leadership, communication, analytical, and stakeholder management skills.