Serve as primary executive client contact, providing operational strategy, insight, and business growth guidance
Drive client satisfaction, retention, and expansion; lead QBRs/MBRs with actionable insights and innovation roadmaps
Translate client objectives into operational strategies, KPIs, and workflow priorities
Oversee commercial aspects of the account, including contract compliance, renewals, and pricing discussions
Ensure SLA and quality performance across Lagos, Johannesburg, Cape Town, and Missouri
Standardize delivery while adapting to local labor markets, cultural contexts, and operational realities
Implement governance, KPI monitoring, risk management, and continuous improvement frameworks
Build, mentor, and scale a high-performing leadership team (Senior/Operations Managers)
Set performance expectations, decision rights, and accountability structures
Drive succession planning, coaching, and talent pipeline development
Foster a culture of operational excellence, client-centricity, and continuous learning
P&L ownership for the account: revenue, costs, margins, and profitability
Optimize productivity, cost-per-contact, and resource allocation
Lead digital transformation initiatives, including AI/automation and CX innovation

Bachelor’s degree required; MBA or advanced degree preferred
10+ years in BPO/contact center leadership, including 5+ years in senior account/program management
Proven experience managing multi-site, multi-country operations with distributed leadership teams
Track record of scaling teams from 200+ to 500+ agents while maintaining quality and client satisfaction
Expert-level knowledge of SLA, AHT, FCR, CSAT/NPS, QA, productivity, utilization, shrinkage, cost-per-contact
Workforce management expertise and multi-site coordination
Proficiency with CRM, contact center platforms, and analytics/BI tools
Financial acumen with P&L responsibility, budget management, and commercial negotiations
Process improvement expertise (Lean Six Sigma preferred)
Executive presence and ability to influence C-suite stakeholders

Program Director – Service Delivery

Key skills