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!
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.
Duties also include formulating policies and strategic plans for future growth, and managing daily operations of personnel, purchasing, administration and other departments.
Additional duties for the Senior Operations Director can include formulating training and incentive plans, maintaining efficient team structure and performance through analytics, processes and tools, maximizing new client engagement and working with the leadership team to develop plans to meet future needs.
As Senior Operations Director you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.
This role will manage several clients and several delivery teams, including Operations Directors and Senior Operations Managers
A SNAPSHOT OF YOUR ROLE
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
Mediate, respond to, and resolve highly sensitive customer/client issues, which could negatively impact customer/client
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
Review and approve program budgets
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
WHAT SUCCESS LOOKS LIKE
Metrics as dictated by the clients
Quality and compliance metrics
Client Satisfaction Metric
Company driven metrics
WHAT WE VALUE
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
Collaboration: Brilliant jerks can be brilliant elsewhere.
Impact: Do, get it done, create impact.
Passion: Be positive, bring passion and energy.
Transparency: A transparent team can help each with other.
Acquire BPO is a business outsourcer with a vision is to connect organizations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.
Join the A-Team and experience the A-Life!
