Director of Operations

Overview:
Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

**Our Core Values**:
**Integrity**:

- Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

**Excellence**:

- Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

**Accountability**:

- Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

**Grace**:

- Respect and appreciate differences, Care for one another, Humility, Make work personal

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**Our Mission**: To create conditions within which people can thrive

As an
**Operations Director**, you will be responsible for a wide spectrum of responsibilities and must be able to multitask with ease and proficiency. You will oversee and drive the performance of a multi-site operational footprint in our Colombia site and continuously improve overall client experience and results. You will drive the efficiency and profitability of a core program/LOB while also ensuring there is successful execution in the interconnected operations across the enterprise. This includes creating a world-class set of delivery centers which translate into a premium client experience, loyalty, and retention in a way that maximizes customer and shareholder value.

**Responsibilities**:

- Responsible for managing call center operations activities including day-to-day operations, training and quality for one or more accounts / programs / LOB's that contribute to the acquisition, satisfaction and retention of client contracts/agreements
- Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by the primary client in conjunction with FPS through active coordination with various Operations and Support teams (i.e. Quality, Training, Human Resources, I.T., etc.)
- Establishes policies, procedures, product and service standards to ensure quality and efficiency as well as compliance with regulations and company policy
- Partner with site leadership to ensure compliance with operational governance and business strategy including performance management, incentive management, coaching effectiveness and employee retention
- Strong time management, organizational, problem solving and analytical skills with proven ability to turn findings into executable plans to meet business objectives
- Strong communication skills and demonstrated experiences as a collaborator who has built successful relationships and influenced across the business lines to drive results
- Facilitator and developer of high performing team members to meet or exceed business goals and/or objectives, while fostering a team atmosphere Manages budget and financial goals
- Manages the program efficiently and effectively and adds value to the overall company growth and success
- Adapt departmental plans and priorities to address business and operational challenges
- Perform supervisory audits as necessary
- Effectively sets performance targets of accounts, operations/team managers and regularly conducts reviews & appraisals
- Constantly audits execution of key and primary performance-related actions, initiatives and efforts
- Must have a very high confidence level in directly working through performance data, conduct thorough and deep-dive analysis, effectively communicate to all internal or client stakeholders
- Must be able to put identify key requirements in terms of but not limited to quality parameters, training, continuous education, reporting, recruiting needs of the assigned programs and be able to effectively collaborate with the other key personnel/leaders in the organization.
- Must possess exemplary and charismatic people skills. Has the ability to effectively cascade and discuss all forms of communication across the various levels in the organization, regardless of the nature of the message, directive, policy, etc.

Qualifications:

- Minimum 10+ years of experience in the call center industry; 5 years at a director level
- Proven track record in managing an operations team/s with a minimum of 200 FTEs primarily in a sales and customer service campaign
- Has experience in setting up and