Operations Director for by Transcom

Operations Director for Awesome CX By Transcom

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team Be a
n Operations Director
for Awesome CX by Transcom Dava
o
site. The Operations Director is responsible for the general management of all the business units operating in his/her contact centers. This includes responsibility for all aspects of the business

**.

Join our Awesome CX by Transcom Family as an Operations Direct**

**or

Essential Duties & Responsibiliti**

**es:

Efficien**

• ciesEnsures overall revenue per employee contributions are in line with or exceed the company g
• oalsEnsures revenue contribution is measured for every direct individual and direct employee leader at every l
• evelImplement effective performance management procedures at individual and team levels to address weakne
• ssesEnsures efficiencies are accurately measured and repo
• rtedEnsures efficiency results are reported and reviewed on a 24-hour b
• asisIdentify issues at the earliest possible stage and escalate forecasted issues immediately with a summary of expected impact and actions taken to add

**ress

Organiz**

• ationImplementing/maintaining a standard organization structure and reporting any anomalies with justifications. Seek approval from Executives for any non-standard appoint
• mentsTaking client needs and commercial contributions into account for organization plans and making sure that client objectives are met through appropriate appointments and organizational d

**esign

Client Rel**

• ationsInitiate regular and proactive contact with c
• lientsProactively seek to increase client r
• evenueSeeks to introduce deep dependencies and mutually beneficial client relatio

**nships

Comm**

• ercialsPrepares meticulously for commercial negotiations in advance and ensures risks and profit objectives are
• coveredEnsures revenue streams cover committed costs wherever p
• ossibleEnsures profitability is properly calculated prior to agreement and all costs (including capital investments) are accoun
• ted forDevelops agreements that incentivize client improvements in return for higher
• marginsEnsures all agreements are profitable and takes account of "end of contract" exp
• osures.Ensures minimum demand forecasting risks are taken by the company and are manageable with appropriate commercial r

**emedies

Business**

• PlanningDevelop and deliver accurate budgets and forecasts within defined corporate time
• scales.Ensures that demand forecasting is as accurate as possible and that the resource deployed is matched effectively to
• demand.Considers employee impact of resource scheduling and avoids anti-social and undesirable shift p
• atterns.Implements standard pr
• actices.Uses technology and innovation to ensure demand spikes are managed as effectively as p
• ossible.Measures and reports on customer experience by client's obj

**ectives.

Business De**

• velopmentEnsures all staff acts as ambassadors and salesmen/women of the company at a
• ll times.Ensures excellent and effective pre-sales
• support.Always meet or exceed commitments made to
• clients.Ensures efficient sales activity seeking to obtain benefits whenever
• possible.Ensures that brand identity is accurately rep

**resented.

Process and**

• IntegrityEnsures that the company's standard procedures are implemented and complied with at
• all times.Ensures that all revenues and costs are effectively tracked and properly acco
• unted for.Continuously reviews procedures and implements imp

rovemen

• ts.

CultureCreates an open and energetic culture at every level in the organization. Leads by example and establishes recognition from employees as a supportive, strong, and cred
- ible leaderEnsures that objectives are set for every member of the organization in line with the values and bus
- iness goalsImplements clear and objective recognition procedures at every level in line with the g
- roup policyImplements personal development plans and effective performance management procedures for al
- l employeesEnsures site security and appropriate welfare and protection o
- f employeesEnsures a high level of morale and a sense of loyalty to the company in each
- individualImplementing motivational activities such as team competitions and rew

**ard schemes

Job Qualifications, Skills and**

**Experience:

Education**

• al BackgroundHold a university degree or equivalent higher

**qualification

W**

• ork ExperienceAt least 5 years of Operations experience in a multi-site, multi-client, BP
• O environment.Minimum 2 years experience as an Operations Director (or equivalent) responsible for multiple clients ranging from small-medium FTE) to lar

**ge FTE)

Skil**

• ls RequirementsStrong sense of personal stake and urgency in day-to
• -day managementAbility to forge positive, objective relationships with Operations an
• d Support teamsAdapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines, and conflicting and shif
• ting prioritiesAbility to foresee, dissect, and fix problems using a data-driven approach a
• nd common senseAppetite for challenges; driving projects, improvement opportunities,
• maturity modelsEffectiveness in articulating and persuading different levels in t
• he organizationExperience in creating compelling analyses, reports, and slides
• for executivesHands-on experience in Operations of medium to lar
• ge size clientsMust demonstrate a perceptive, thorough, and decisive approach to
• problem-solvingMust be diplomatic and enterprising in resolving conflicts an
• d disagreementsAbility to work independently and closely with the ass
• igned campaignsResilient optimism and a positive attitu
• de are desired.Ability to motivate, retain, and
• attract talent.Flexible with extending shif

ts when needed.