Note: The job is a remote job and is open to candidates in USA. InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. As the Senior Director of Operations, you will ensure the efficient operation of both virtual and brick-and-mortar centers across the US, overseeing client portfolios and achieving corporate goals.
Responsibilities
- Understand our unique offerings, and how those can solve for specific business challenges and bring incremental value to your relationships
- Own tracking, optimization, and thought leadership actions surrounding customer feedback and disseminating business insight cross-functionally
- Build and maintain a capable and well-trained staff of employees
- Accountable for staffing, work assignments, budget projection and expense management
- Accountable for P&L for regional oversight as a whole, to the gross margin level
- Meets client KPI’s for designated region consistently
- Ensure proper staffing is in place to meet client objectives, in partnership with the workforce management team
- Oversee all relevant projects; supervises efforts to exceed InteLogix/client goals and objectives; coordinate plans of corrective action on problems identified by client
- Monitor all administrative functions
- Oversight of brick and mortar, and virtual working environments internationally
- Supervise subordinate management in weekly coaching reviews of each employee to ensure correction of deficiencies and to determine each employee’s progress
- Recommend salary increases and other changes in employee status to leadership, in conjunction with input from subordinate Managers
- Work closely with the Management team to coordinate effective operations in all areas of the Center
- Maintain good client relations; reports area of concern regarding client relations to the VP
- Develop future talent for region by creating robust leadership development SOP’s in partnership with the full Operations and Training teams
- Outline and maintains SOP’s for the CX Operations Organization
- Be responsible for establishing/maintaining a professional work environment
- Adhere to Company attendance, punctuality, and meal and rest break requirements
- Maintain concentration and focus in order to meet performance goals
- React positively to an ongoing, changing environment
- Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals
- Maintain good working relationship with assigned supervisors and coworkers
- Serve as a trusted partner and consultant to our clients, helping them achieve mutually identified business outcomes through added solutions/services
- Demonstrable ability to communicate, present and influence stakeholders including C-level
- Perform additional duties as required by management from time to time
Skills
- Bachelor's degree in management, finance, or accounting or 5+ years in call center management is required as a prerequisite for this role
- Strong skills in verbal and written communication
- Ability to coach team members to consistently meet performance objectives
- Ability to travel up to 50% of the time as needed
- Experience managing large teams (1200+ FTE)
- The ability to develop a strategic account plan
- Effective time management skills working remotely and the ability to work collaboratively across all levels of the organization
- Experience in making decisions based on business metrics
- Employees must be able to type accurately, use a mouse effectively, and have a basic understanding of Windows-based operating systems
- Thorough knowledge of Microsoft products
- Employees will primarily work from home requiring the ability to self-manage and prioritize their workload. The employee's home office environment must be conducive to professional participation in online meetings with an internet connection supporting both audio and video
- Employees may be required to work near others during regular site visits, client visits, client performance reviews, and conferences/offsite meetings
- Previous experience in managing/documenting SOP's
- Leadership development background, including managing an end to end process for bench strength planning
- SOP ownership/deployment background
- Bridge planning background
- P&L management background
- Client relationship management background
- International operational ownership background
Company Overview