Operations Director

Role Overview

As an Operations Director, you will oversee and manage operational activities within the organization, leading a high-performing team and implementing operational strategies to drive efficiency and productivity.

What You Will Do

Manage daily performance, lead by example, ensure adherence to service level agreements, drive improvements in service levels and cost management, and execute contractual plans for individual client programs.

Why It Might Be a Fit

You will have a significant impact on the coordination and management of internal and external resources, and will be responsible for mediating and resolving highly sensitive customer/client issues.

Requirements

• 10+ years of BPO/Call Center experience
• Senior-level experience in Call Center Management, managing multiple accounts
• Demonstrated ability to lead, coach, and develop effective leaders and teams
• Strong goal-setting skills, including defining and prioritizing specific objectives
• Excellent communication and presentation skills
• Strong analytical and problem-solving skills
• Proficiency in budgeting and financial planning
• Results-oriented with the ability to manage change while creating a positive environment
• Proficient in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, and center reporting tools and technologies
• Thorough knowledge of call center operations
• Flexibility to work long and irregular hours
• Willingness to travel as required

Benefits

• Competitive salary
• Benefits package
• Opportunities for growth and development
• Collaborative and dynamic work environment
• Flexible work arrangements