Operations Associate Director

Key Responsibilities

Team Leadership and Development

• Lead, mentor, and manage a team of call center managers, supervisors.
• Provide ongoing coaching, feedback, and performance reviews to ensure team members meet and exceed performance metrics.
• Develop and implement training programs in coordination with Training and Quality to enhance team skills and service levels.

Operational Excellence

• Oversee day-to-day operations of the call center to ensure all customer service objectives are met.
• Establish and monitor key performance indicators (KPIs) for call center operations including call volume, average handle time, first call resolution, customer satisfaction, and agent productivity.
• Drive process improvements to ensure efficiency and quality across all touchpoints.

Customer Satisfaction Management

• Ensure the delivery of exceptional customer experiences by setting the tone for service excellence.
• Analyze customer feedback and work with the team to identify and implement improvements in service delivery.
• Act as an escalation point for complex customer issues and provide resolution as necessary.

Strategic Planning & Reporting

• Collaborate with senior leadership to develop long-term strategies to improve call center performance and customer satisfaction.
• Prepare and present regular performance reports to senior leadership, analyzing trends, opportunities, and challenges.
• Drive cost optimization initiatives while maintaining high service levels and quality.

Budget & Resource Management

• Develop and manage the call center’s budget, ensuring resources are allocated effectively.
• Forecast call volume and staffing requirements, ensuring adequate resources are in place to meet demand.

Technology & Process Improvement

• Work with the IT and operations teams to ensure the call center systems and technology meet the needs of the business.
• Lead the implementation of new technologies or systems to improve the customer experience and operational efficiency.

Qualification & Requirements

Experience

• 7+ years of experience in a call center or customer service management role, with at least 2 years in a senior management position.
• Experience in managing call center scheduling projects is preferred
• Proven experience in managing large teams and driving performance improvements.
• Strong understanding of call center technology, CRM systems, and metrics.

Skills

• Excellent leadership, interpersonal, and communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to analyze data and generate actionable insights.
• Strong conflict resolution and negotiation skills.
• Knowledge of workforce management practices and call center operations.

Personal Attributes

• Strong organizational and time-management skills.
• Ability to work under pressure and adapt to changing demands.
• High level of integrity and professionalism.
• Proactive, results-driven, and customer-focused.

Benefits

• Additional leave
• Company events
• Health insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee