Director of Operations

  • location: Peoria, IL
  • type: Permanent
  • salary: $65,000 - $105,000 per year
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job description

Director of Operations

job summary:
This Director of Operations role is located in Peoria, IL and requires BPO experience. This role is effectively a Call Center Director.

JOB TITLE: Director of Operations

The mission of the Director of Operations role is to ensure the overall client satisfaction, retention and account profitability objectives by ensuring that contractual key performance indicators are met.

ORGANIZATIONAL PLACEMENT:

Typically Reports To: Vice President Operations

Typical Reports: Operations Managers



PRIMARY DUTIES AND RESPONSIBILITIES:

  1. Reviews and manages balanced scorecard and Key Performance Indicators, regularly focusing on long term objectives to ensure client and the conmpany goals are continually met.
  2. Develops long term plan to enhance performance of programs. This includes areas such as Force Management, Training, quality, staffing and/or program initiatives.
  3. Effectively manages in a fast paced call center environment with multiple teams.
  4. Leads cross-functional activities and communication to further partnership between the company and assigned clients.
  5. Participates in cross-functional teams including IT, WFM, Client Services, Implementation, Change Management, and other support departments.
  6. Uses a systematic approach to identifying improvement opportunities, root-cause analysis, recommending solutions, and implementing process improvements in accordance with client/company policies and practices.
  7. Responsible for the leading, providing professional development, and evaluating direct reports.
  8. Provides client with contact center consulting services in relationship to benchmark data relative to forecasting, staffing, quality assurance, training, call center technology, etc.
  9. Prepare, deliver, and facilitate both client and internal business presentations and meetings.


MINIMUM JOB REQUIREMENTS:



  • Bachelor's Degree, or its equivalent, in a business-related curriculum.
  • 7-10 years call center management experience including directing multiple centers.
  • Good working knowledge of workforce management, telecommunications and call center management systems and terminology.
  • Strong working knowledge of PC applications for word processing, spreadsheet and presentations.


 
location: Peoria, Illinois
job type: Permanent
salary: $65,000 - 105,000 per year
work hours: 8 to 5
education: Bachelor's degree
experience: 7 Years
 
responsibilities:
PRINCIPAL DUTIES AND RESPONSIBILITIES:

  1. Reviews and manages balanced scorecard and Key Performance Indicators, regularly focusing on long term objectives to ensure client and the conmpany goals are continually met.
  2. Develops long term plan to enhance performance of programs. This includes areas such as Force Management, Training, quality, staffing and/or program initiatives.
  3. Effectively manages in a fast paced call center environment with multiple teams.
  4. Leads cross-functional activities and communication to further partnership between the company and assigned clients.
  5. Participates in cross-functional teams including IT, WFM, Client Services, Implementation, Change Management, and other support departments.
  6. Uses a systematic approach to identifying improvement opportunities, root-cause analysis, recommending solutions, and implementing process improvements in accordance with client/company policies and practices.
  7. Responsible for the leading, providing professional development, and evaluating direct reports.
  8. Provides client with contact center consulting services in relationship to benchmark data relative to forecasting, staffing, quality assurance, training, call center technology, etc.
  9. Prepare, deliver, and facilitate both client and internal business presentations and meetings.
 
qualifications:
  • Bachelor's Degree, or its equivalent, in a business-related curriculum.
  • 7-10 years call center management experience including directing multiple centers.
  • Good working knowledge of workforce management, telecommunications and call center management systems and terminology.
  • Strong working knowledge of PC applications for word processing, spreadsheet and presentations.


 
skills: Word Processing
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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