BPO Operations and Service Delivery Leader (Full Time, Onsite)

The BPO Operations and Service Delivery Leader is responsible for helping our clients digitally transform their operations as part of their business continuity and risk management plans. In this position the Leader will oversee planning, production, compliance, client implementation, service delivery, continuous improvement initiatives, and ensure alignment with strategic business goals out of our Elmsford facility. This role will coordinate with cross-functional teams and leaders to optimize resources, improve cost-efficiency, and deliver exceptional service to our clients.

• Salary Range: starting at $80,000
• Benefits: Full Time benefits eligible including Medical, Dental, Vision, Time Off, Wellness Program, Retirement, and more.

Responsibilities:

• Partners with the Service Delivery Leadership Team to ensure that services are aligned to achieve strategic goals.
• Oversees all aspects of operational performance, including output planning, budgeting, cost controls, productivity, labor efficiency to enhance profitability within service level agreements.
• Develops and is accountable for the successful achievement of measurable financial and operational success factors.
• Evaluates and reports on performance against goals; identifies variances and takes corrective action.
• Provides daily leadership, tactical direction to supervisors and teams to ensure consistent execution of business plans and standard operating procedures.
• Identifies, recommends, and implements initiatives to enhance productivity, reduce operating costs, and improve quality and delivery metrics.
• Analyzes rework data and operational KPIs to drive process improvement and resource optimization.
• Collaborates cross-functionally to align operations with business initiatives.
• Represents the company to clients as appropriate in support of business development, contract renewals, and other client success efforts.
• Fosters a culture of accountability, engagement, and continuous improvement across all operational teams.
• Motivates, develops, and leads teams at assigned office locations and virtual/remote employees to achieve production, quality, and performance metrics.

• 5+ years of leadership, service delivery, and or operations experience and bachelor's degree in a related discipline; or any comparable combination of education and experience.
• Strong analytical and decision-making skills with experience in performance management, budgeting, and process improvement.
• Excellent supervisory, management, and interpersonal skills.
• Ability to communicate (verbally and written) effectively.
• Read and interpret documents such as company policies, customer contracts, technical specifications, and operating procedures.
• Intermediate to advanced skills with Microsoft Office, including Microsoft Word, Microsoft Excel, and Microsoft Outlook.
• Ability to understand different software systems and how they work.

Employment is contingent upon completing and passing a background check and drug test. MetaSource is an equal opportunity employer.