As the Senior Operations Director, you will manage several clients and several delivery teams.

A SNAPSHOT OF YOUR ROLE

  • Managing daily performance ensuring high levels of goal attainment and quality of service

  • Lead by example, motivating and generating enthusiasm among call center employees Coordinate and collaborate with management to address issues, which affect call center operations

  • Ensure adherence to service level agreements of quality, productivity, accuracy, and any other defined metrics

  • Drive improvements in overall service levels, transactional efficiencies and cost management

  • Responsible for the execution of contractual plans for individual client programs as well as compliance to all contractual commitments

  • Mediate, respond to, and resolve highly sensitive customer/client issues, which could negatively impact customer/client

  • Responsible for daily, weekly, monthly interactions with clients including status updates, problem resolution, proactive communication and on-going relationships

  • Establish clear roles, directions, responsibilities, and performance requirements for the call center management team

  • Ensure management team and associates exhibit a high degree of ownership and accommodation when interfacing with clients and customers

  • Perform cost-benefit analysis and identify cost efficiencies and savings opportunities

  • Maintain and manage to program budgets

  • Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions

A BIT ABOUT YOU

  • 10+ years BPO/Call Center Experience

  • Senior Level Call Center Management experience managing multiple accounts

  • Demonstrated ability to lead, coach, develop effective leaders and teams

  • Goal setting (defining and prioritizing specific driving objectives)

  • Strong communication and presentation skills

  • Strong analytical and problem solving skills

  • Budgeting and financial planning skills

  • Results oriented with ability to manage change while creating a positive environment

  • Proficiency 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

  • Open to travel as required

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