Director Operations
hace 2 semanas
Job Summary: Manages customers under operations vertical in a manner that reduces operating costs, increases revenues and ensures customer expectations are exceeded.Responsibilities: Pursues additional business opportunities to expand the business and to increase customer satisfaction.
Completes long-range planning to support overall goals of the Company.Responsible for the discipline and morale of the programs under the vertical.Supports the Company and the goals of the VP, Operations.Directly and indirectly leads business unit teams to meet exceed customer expectations and meet Company financial goals.Creates and reviews forecasting of revenue and capital expenditures, in a manner which reduces operational costs, increases revenue, exceeds customer expectations, grows current business and obtains new business.Effectively uses all company IT systems to complete tasksManages, Reviews and Reports on P&L expectations and actual results.Works between customer and Company to ensure accurate and timely invoicing is completed and timely collection of accounts payables.Leads daily, weekly, monthly and quarterly customer meetings and ensures customer first approach is taken.Leads staff and management, ensuring all groups work together, trends are monitored and quality is kept to a high standard.Ensures the good of the Company is kept in mind in all management decisions.Leads team and customer in Lean though and principles to eliminate process waste and improve process qualityProvides familiarization and follow-up with Company senior staff, current customers and prospective customers with a view towards winning new business for the Company.Reviews all pricing associated with current and prospective customers.Performs other duties as assigned.Requirements and Skills:Experience:8+ years of experience in a high-volume call center company (BPO industry).3+ years of experience as a Director of Operations is an advantagePrevious account management experience.Retail experience (preferred).Technical & Financial Expertise:Proven experience managing financial models (mandatory).Strong technical background.Knowledge of process improvement strategies.Customer & Relationship Management:Extensive experience working directly with customers and managing customer relationships.Client-facing experience; ability to communicate effectively with stakeholders.Leadership & Soft Skills:Strong leadership, interpersonal, and team management skills.Excellent verbal and written communication skills (C1 English proficiency required).Strong analytical and presentation skills.Effective time management, decision-making, problem-solving, and negotiation skills.Experience in personnel management and employee development.Education Requirements: High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.Physical Requirements: Occasionally exert up to 10 lbs.
of force to push, pull, lift or otherwise move objects.
Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal.
Speak, type and/or sit for extended periods of time.
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