The Associate Operations Director primary responsibility is to oversee the day-to-day Operational and Administrative functions of his/her assigned within the Service Delivery cluster he or she is looking after. Tasks will include direct and hands on resource management, performance management, cluster development, effective communications and reports to ensure operational excellence and efficiency. He or she should ensure compliance on metric standards, monitor continuous improvement of agents by interpreting performance data on a regular basis and ensuring consistent delivery based on the implementations of action plans targeted with the needs of the campaign(s)


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

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

  • Lead by example, motivating and generating enthusiasm among call center employees

  • Coordinate and collaborate with management to address issues, which affect call center operations

  • Identify problems in the fulfillment operations and drive continuous improvement strategies

  • Collaborate with the Director of Operations to develop an operations improvement road map in collaboration with Senior Operations Director and other Directors in the organization

  • Lead and supervise a team of Managers, their supervisors and associates

  • Share and exchange operational best practices with the (associate) directors of our other sites / business units

  • Develop and deliver operational procedures for all of delivery and supporting processes

  • Reward and recognize performance and execute on progressive discipline, as needed

  • Mentor, train and develop teammates for career progression and learning

  • Create a positive team dynamic that encourages all staff in the delivery teams to: provide feedback and drive change within the facility, adapt to the ever-changing business and stay focused on the customer experience

  • Drive a customer-focused environment committed to delivering the highest quality service to our customers

  • Can work with minimal supervision

  • Flexible to shifting schedule

  • Ensure individual and team's adherence to the policies and procedures of the program and of the company; sanctions are applied for non-adherence

  • Has overall coordination with the program's and company's different departments, client and management; ensuring proper endorsement and open communication is maintained

  • Attend weekly/monthly/quarterly meetings and performance reviews with the client and/or management


  • 8+ years of experience managing operations

  • Ability to develop agents and Team Leaders / Program Managers/ Operations Managers to be critical thinkers in all of their interactions with the customers or colleagues

  • Experience managing different industries and operating environment

  • Knowledge with leads management/dialing system

  • Possess excellent communication skills that they can impart to respective agents and Team Leaders / Program Managers / Operations Managers

  • Should be able to train Team Leaders / Shift Managers with all updates and changes in the processes of the campaign

  • Strong command in English communication both Oral and written

  • Should have strong knowledge of Microsoft Office application

  • Open communication between staff while maintaining professional conduct

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