Director of Operations
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Job Description
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About the job
Summary
Responsible for successful and profitable operation of multiple sites within EMEA region to include service delivery, cost efficiency, quality and continuous improvement commitment. Lead the local operations team in delivery consistency of a global program. Support and develop local program management and facilitate best practice sharing. Support Account Management in management of client expectations, goals and service delivery obligations; jointly achieving financial related targets; achieving associate engagement, satisfaction and retention. Proactively partner with clients to deliver cost effective, value add, quality solutions. Is a strong operations leader with solid call center operations skillset and strong influencing skills.
Qualifications
- Education Four-year degree or equivalent combination of education and experience.
- Experience Target: 8+ years of industry-related, progressively responsible experience, with 5 or more years in a customer contact center environment.
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Skills
- Proven leadership skills and a strong track record of hiring, managing, coaching and developing people.
- Strong financial management skills in a metric-driven environment with demonstrated management of P&L.
- Excellent verbal and written communication skills and presentation skills.
- Analytical thinker, at ease in producing data analysis to support decision making.
- Excellent interpersonal skills and experience in partnering with multiple operational support and client contacts.
- Fluent English language skills, PC skills including the ability to use a variety of products included in the Microsoft Office suite.
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Knowledge/Abilities
- Strong knowledge and proven track record in managing >250+ seats multi-lingual customer support programs.
- Experience in managing healthcare programs will be a preference.
- Demonstrated ability to analyze processes, enact change and think operationally and strategically to achieve business goals.
- Expertise in 6 Sigma approach towards problem solving and analytical thinking.
- Responsive, flexible and adaptable to meet the needs of the business, associates and clients.
- Demonstrated focus on customer service and abilities to achieve client and associate satisfaction.
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Essential Functions
- Full EMEA operations performance responsibility. Achieve profitability goals for region. Monitor key metrics and take appropriate actions when required. Work across the organization in different EMEA locations.
- Exceed or achieve client metrics and expectations. Deliver solutions to clients on a proactive basis to enhance the customer service experience while reducing cost.
- Exceed or achieve associate satisfaction targets. Develop and retain the best people for the job.
- Focus on best practices and demonstrate senior management leadership skills to contribute to the overall success of the division and the company.
- Home base position. Regular travel to operation site or client site can be expected.
Employment Type
Full Time
