Operations Director
hace 3 semanas
Job Summary
We are seeking an experienced Operations Director to lead our team at Contactpoint 360. In this role, you will be responsible for maximizing revenue generation, analyzing and maintaining Client Service Level Agreements, and implementing improvement plans as needed.
Main Responsibilities
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Maximize revenue generation to reach long and short-term financial projects (i.e., data collection for billable/non-billable hours, forecasting, budgeting, etc.)
- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
- Create and maximize relationships with client partners
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards;
define and implement any corrective actions needed to meet operational performance
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. and partner to define action plans that resolve issues and drive continuous improvement
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
- Attend business reviews with the client
- Handle a team of team leaders
- Deliver any other request requested by your direct boss when required
Requirements
- High school diploma or equivalent required. Bachelor's degree preferred.
- Bilingual (English / Spanish) - 100% in both verbal and written forms.
- Excel at verbal communications, listening, feedback, delegation, fostering teamwork and multi-tasking.
- Excellent interpersonal skills with good negotiation tactics.
- Strong track record of customer-focused service and attention to detail.
- Prior leadership / management experience is a plus.
- Experience as operation manager jr or supervisor
- Experience using Microsoft office
- Strong analytical skills and a strong ability to identify problems and actively come up with solutions
- At least 3 months working in the company
What We Offer
- A competitive salary range of $80,000 - $110,000 per year based on experience, depending on location. Additionally, we offer a performance bonus, full-time employment with 48 hours per week, and opportunities for career growth and development.
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