BPO Support Center Lead

About the role

The BPO Support Center Lead will drive operational efficiency and excellence across Dollarcity's regional support operations. This strategic, hands‑on role connects service‑area needs with day‑to‑day execution, leading projects, new services and optimisation opportunities.

Key responsibilities

• Lead and develop a high‑performance multidisciplinary team, providing coaching, mentorship and performance tracking.
• Manage daily operations, including training and administrative activities, to ensure continuity and efficiency.
• Present performance results and key indicators to internal client areas, enabling informed decision‑making.
• Design and implement improvement plans and projects to optimise processes, resources and operating models.
• Ensure correct execution of SOPs and quality standards, driving audits to identify automation and evolution opportunities.
• Lead the incorporation of new services and scope extensions, overseeing transition from definition to operational execution.
• Collaborate closely with cross‑functional teams and key stakeholders to align business needs with operational delivery.
• Monitor risks related to KPI compliance and provide recommendations and action plans to leadership.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• Minimum 4 years proven leadership experience in operational roles with a focus on process optimisation and team management.
• Extensive experience in complex BPO, call‑center or shared‑services environments.
• Advanced proficiency in English.
• Strong analytical and problem‑solving abilities.

Required skills