Summary We are one of the fastest growing BPO companies in the nation! We are looking for an experienced Director of Operations who has managed a call center. The Director of Operations is responsible for ensuring the success of the call center site, to include the center's projects, initiatives, and overall operation by managing and providing direction and oversight to the call center management team. This position reports to the VP of Operations.
Description Responsibilities - Develop and maintain an effective and productive management team, ensuring the development and continued improvement of training, recruiting, and interviewing processes.
- Carry out managerial responsibilities in accordance with the organization's policies and applicable state and federal laws.
- Responsibilities include training managers and employees; planning, assigning, and directing work; appraising performance; rewarding, coaching and correcting managers and employees; addressing complaints and resolving problems.
- Monitor and provide direction to ensure staffing levels are appropriate based on day of week, sales promotions, and other (un)anticipated events
- Monitor and ensure optimum productivity of project teams
- Trains and develops management team members, identifying and mentoring future leaders Analyzes team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets
- Monitors management development to observe employee demeanor, technical accuracy, management skills and conformity to company policies and FCC regulations
- Answers questions and recommends action plans to address client needs and requests
- Communicate and follow up to ensure management team is fully aware of all information related to products, procedures, client needs and company related issues, changes or actions.
- Determines center work procedures and expedites workflow
- Studies and standardizes procedures to improve efficiency of management team
- Ensures management team maintains harmony among workers and resolves grievances
- Prepares composite reports from individual reports by subordinates
- Ensure the maintenance and upkeep of the call center.
- P&L experience
Qualifications - Five or more years of related call center management experience and/or training; or equivalent combination of education and experience
- Basic knowledge of Microsoft applications including Word, Excel, Outlook, etc.
- Open availability, ability to work evenings and weekends
