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TDS Global Solutions
SVP, BPO Contact Center OperationsTDS Global Solutions • Toronto, ON, CA
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SVP, BPO Contact Center Operations

SVP, BPO Contact Center Operations

TDS Global Solutions • Toronto, ON, CA
30+ days ago
Job type
  • Full-time
  • Quick Apply
Job description

Our Client is a rapidly growing customer experience and contact center organization, seeking an accomplished Senior Vice President of Operations to lead a large-scale business unit supporting enterprise clients across North America. This executive will play a critical role in shaping operational strategy, driving client success, improving organizational performance, and scaling operations for long-term growth. The ideal leader is highly commercial, operationally disciplined, client-facing, and experienced in leading large contact center environments with full P&L ownership.

Executive Client Leadership

  • Serve as the senior operational leader and strategic partner for key enterprise clients
  • Build and maintain executive-level client relationships focused on long-term growth and retention
  • Lead operational business reviews and performance discussions with stakeholders

Operational Leadership & Performance

  • Lead large-scale contact center operations across multiple teams and functions
  • Drive operational excellence through KPI management, workforce optimization, and process improvement initiatives
  • Establish scalable operational frameworks and performance standards
  • Identify operational risks and implement proactive solutions

Financial & Commercial Management

  • Maintain ownership of operational budgets and overall P&L performance
  • Manage forecasting, financial planning, revenue optimization, and cost controls
  • Partner cross-functionally to ensure operational and financial alignment
  • Develop strategic plans to support growth and profitability objectives

Leadership & Organizational Development

  • Build, mentor, and develop high-performing operational leadership teams
  • Foster a culture of accountability, collaboration, and continuous improvement
  • Lead organizational planning, succession planning, and talent development initiatives

Strategic Growth

  • Collaborate with executive leadership on long-term business strategy
  • Support expansion initiatives, operational scaling, and new business opportunities
  • Stay informed on emerging trends, technologies, and best practices within the CX/contact center industry

Requirements

  • BPO / outsourced customer experience environments

Ideal Experience:

  • 10+ years of progressive leadership experience within contact center or BPO operations
  • Proven success leading multi-site and/or large-scale customer operations environments
  • Strong executive presence with experience managing enterprise client relationships
  • Demonstrated P&L ownership and financial management expertise
  • Experience leading operational transformation and performance improvement initiatives
  • Strong analytical, organizational, and strategic problem-solving capabilities
  • Exceptional communication and leadership skills
  • Bachelor’s degree preferred

Preferred Experience

  • Hospitality, telecommunications, technology, or service-based industries
  • Scaling operations in fast-paced, growth-oriented organizations
  • Multi-client operational oversight

Benefits

  • Extended Healthcare Plan (Medical, Disability, Dental & Vision)
  • RPP - Group RRSP
  • Group Life - AD&D - Critical Illness Insurance
  • Paid Time Off Benefits
  • Work From Home - Flexible hours
  • Employee Assistance Program - Counseling
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SVP, BPO Contact Center Operations • Toronto, ON, CA

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