Call Center Director of Operations

**Join Our Team as Director of Operations - Lead with Purpose & Drive Success**

We’re not your typical BPO company — we pride ourselves on breaking the mold and delivering tailored, high-impact solutions that truly make a difference for our clients. We’re on the hunt for a dynamic **Director of Operations** to lead our one-of-a-kind team and ensure we continue to exceed expectations.

In this pivotal role, you’ll be the driving force behind our commitment to **Client Success**, leading cross-functional teams and streamlining operations to boost efficiency and performance. Your expertise in managing and optimizing call center operations will be essential as you oversee all departments, fine-tune processes, and develop strategies that fuel company growth.

If you’re a strategic thinker with a passion for innovation and a proven track record in leading high-performing teams, this is your opportunity to make a real impact. Step into a leadership role where your ideas matter, your strategies shape success, and your contributions drive lasting results.

**We’re Aventus** -- a boutique customer experience BPO located in Charleston, South Carolina. We launched 10+ years ago, and provide omni-channel support for over 100+ amazing clients with cool, exciting brands across different industries. Our _mission_ is to help empower businesses to grow their companies by improving the most critical factor: customer satisfaction.
- **What we expect from you**_:

- Our ideal Director of Ops is someone who’s not afraid to think outside the box, who can pivot quickly, and who brings a **strategic, creative approach** to every obstacle and opportunity. Your expertise in leading and scaling call center operations will be key as you craft solutions that not only meet but **surpass** client goals.
- Drives a service delivery culture that supports our teamwork culture of: _**“I lead by example”**_, by advocating continuous training, empowerment, creative problem solving, quality, and productivity among all teams.
- Works in a Leadership capacity with all department leaders (Performance, WFM, IT, HR/Recruiting, Quality Assurance, Training) and support functions to effectively develop business plans and execute on those plans effectively.
- Leads and coordinates all campaigns having a complete understanding of customer lifecycle.
- Measures qualitative and quantitative impact of changes to campaigns’ processes and activities.
- Guides decision-making and works closely with each department head for strategizing, budgeting and optimizing.
- Determines contact center operational strategies by conducting needs assessments, system reviews, capacity planning, and cost/benefit analysis.
- Works closely with our COO and client success team to have a better understanding of our clients' needs and ensures those needs are met by conveying a clear message to the team, ensuring all updates or changes are well documented and implemented.
- Maintains priorities, is agile at anticipating problems and is able to provide a long term solution to them. **Critical thinking is a must.**:

- You will be working hand in hand with our COO. You will be the eyes and ears of the company and will be in constant communication to strategize and report performance and needs from each department.
- **Qualifications**_:_
- Minimum of **5 years in senior leadership or executive roles**, with a strong preference for experience within the BPO industry. Proven expertise in overseeing multi-department operations, driving strategic initiatives, and leading high-performing teams in fast-paced, client-focused environments is highly desirable.
- **Full-time availability**.
- **C2 English Proficiency**: Must possess fluent and clear English communication skills, with the ability to carry conversations effortlessly and articulate ideas effectively. This role requires strong interpersonal skills to engage with clients and teams from diverse backgrounds, ensuring clear and seamless communication across all levels of the organization.
- Proven strategic leadership experience in large, fast-paced operations.
- This job is 100% remote so you need to be super tech-savvy, must be able to work with different software tools, CRMs, and Google Workspace to build reports/dashboards.
- WFH Professional set up. Quiet workspace with strong, reliable internet connection. (You will be a vital part of our company, so you must have a Plan B, C, D in case you lose power or connectivity)
- _Valid tourist visa for traveling to the US strongly preferred_
- **What you can expect from Aventus**:_
- Fully remote position.
- Competitive base net pay + bonuses + Independent Contractor Benefits. _**Please note we do not offer benefits required by your local government as this is an Independent Contractor role.**_
- Fully paid training.
- Full Support: We have a great leadership team Our team is always supportive and open to feedback. We love sharing new ideas to continue to optimize our processes.
- Posit