Operations Director
15 hours ago
Job Overview:
We are seeking an experienced Site Director for Operations who can lead and oversee the day-to-day operations, ensuring excellence in service delivery, operational efficiency, and client satisfaction. The successful candidate will be responsible for strategic planning, resource allocation, performance monitoring, and driving continuous improvement initiatives.
This role requires a strong understanding of all business matters and leadership skills. As the Director of Operations, you will be responsible for the strategic planning and execution of all Contact Center operations. Core duties include management and leadership of processes for the continuous improvement of customer experience, effective coaching, customer care, quality management, workforce planning, recruiting, and training.
The Director's success is measured by the organization's ability to deliver on being the #1 Trusted Partner through Quality Performance while meeting monthly Call Attainment requirements. This is achieved through continuous integrity in all activities, ensuring an effective site client partnership, creating a high level of employee engagement and activities, achieving call center call efficiencies through the deployment of best practices, the continuous development of leadership, the achievement of financial targets, and the achievement of performance metrics.
Key Responsibilities:
- Oversee all site operations, ensuring adherence to corporate standards and local regulations.
- Develop and execute operational strategies to achieve business objectives, improve efficiency, and exceed client expectations.
- Monitor workforce productivity and optimize resource allocation for maximum efficiency.
- Analyze data and trends to identify areas of improvement and implement corrective actions.
- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net revenue to clients.
Required Skills and Qualifications:
- Bachelor's Degree or related discipline or equivalent combination of education and experience.
- Minimum 7+ years of Call Center/Contact Center management experience; with demonstrated successful delivery of complex projects and programs across a span of 400+ FTEs.
- At least five (5) years of Client Relationship Management, Account Management, and Financial Management.
- Working knowledge of data analytics, financial statement analysis, staffing models, scheduling, and previous ownership of P&L.
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