Sr Operations Director

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

A Glimpse into Your New Role

This leader is responsible for the overall smooth operation of outsourcing contracts with the client. In this position the incumbent will affect the actions of internal and external resources in the goal of delivering contracted services at targeted service levels. This role also often plan, direct and coordinate operations in support of a company’s growth.

• 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
• Responsible for maintaining performance according to established objectives, and develop or maintain internal control systems to ensure accountability
  
  

• 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 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