Director Of Operations
Director Of Operations
Posted on :
13-10-2024
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Job Description
Role Overview:
Oversee all aspects of contact center operations leading a team of approximately 600 customer service representatives and support staff to ensure operational excellence and superior customer experience.
Key Responsibilities:
- Provide strategic direction to achieve business objectives and exceed performance metrics
- Manage and develop Operations Managers and supervisors fostering high performance and engagement
- Establish and monitor key performance indicators (KPIs) for the contact center
- Drive process improvement initiatives to enhance operational efficiency
- Champion a customerfirst mindset across the center
- Leverage technology to improve service delivery and reporting
- Collaborate with IT HR and Marketing to align operations with business goals
- Manage the contact center budget for optimal resource utilization
- Ensure compliance with legal and regulatory requirements
Qualifications:
- 10 years of senior leadership experience in a contact center environment
- 5 years of experience in the telecommunications (telco) industry; experience with Australian telco is a plus
- Strong understanding of contact center operations technology and performance metrics
- Proven success in achieving operational excellence and KPI targets
- Excellent leadership and people management skills
- Strategic thinker with effective communication and interpersonal skills
- Ability to motivate and inspire a diverse team
Additional Information:
- Occasional travel to Melbourne Australia may be required
- Competitive salary and benefits package based on experience
Remote Work :
No
Employment Type
Full Time
Key Skills
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