The Operations Director will oversee the operations of the entire program including staffing levels for all projects and departmental financial impact factors, in order to ensure all client expectations are consistently being met for each project. *This position is work-at-home.*
Essential Functions and Responsibilities:
- Lead managers and coaches to meet or exceed client KPI’s and expectations for multiple programs within the center. Collect, analyze and present appropriate program data from the perspective of improving performance and quality on all projects. Initiate Action Improvement Plans when KPI’s are not being met to drive performance improvement.
- Provide and present data for client operations meetings and reviews. Attend all weekly client meetings. Meet all appropriate deadlines, as specified.
- Manage human resources process to maximize revenue within the center by accurately forecasting, acquiring, training, and redistributing resources as required.
- Oversee the operating procedures of the program to ensure client and company standards are being met or exceeded.
- Supervise, mentor and develop all management personnel within the program. Build positive relationships between support personnel and operations personnel.
- Manage to the annual program budget. Analyze and report on financial variances and initiate operational change to increase revenue and/or reduce cost and improve financial results.
- Create and maintain a solid client interface with open lines of communication to ensure the highest levels of customer service.
- Monitor employee relations within the program and handle any employee issues, such as conflicts and personnel issues.
- Lead internal program communications to define program and project objectives and accomplishments and promote a culture of unity, fairness and trust.
- Conduct annual performance appraisals on all management personnel and/or direct reports. Initiate and track performance measurements for coaches throughout the year.
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.
Qualifications
Minimum Job Requirements (Education, Experience, Skills):
- Bachelor’s degree with 8-10 years of proven Management experience in a BPO contact center environment with the ability to drive sales through service.
- Thorough understanding of sales/service chat projects, the associated technologies, and proven effectiveness driving sales in that type of environment is preferred.
- Intimate knowledge of both inbound and outbound processes with the motivational skills to effectively drive customer satisfaction is required.
- Demonstrated sales, budgetary and P & L experience.
- Strong leadership and interpersonal skills as well as exemplary oral and written communication skills.
- Possess strong organizational and planning skills along with operational creativity.
- Ability to analyze and accurately report Operational results.
- Demonstrated proficiency with Microsoft Office.
- Possess a passion for Customer Service.
- Must be a team builder.
- Ability to cope with frequent and unexpected changes.
Physical Demands:
Not Applicable.
Working Conditions and Environment:
Incumbent works in a temperature-controlled office environment. Incumbent sits at a desk during regularly scheduled work hours; answers and makes telephone calls using a standard telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources.