Customer ServiceOperations Director

Position Detail:

• Leadership and overall responsibility for multiple teams with more than one client
  
• Lead teams to meet and exceed business objectives including but not limited to contracted service levels, quality and productivity goals, as well as financial, metric and customer satisfaction goals
  
• Ensures the consistent achievement of all financial and operational KPIs across the site
  
• Review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement
  
• Conduct team meetings with Team Leaders and others as required or needed to ensure the successful operation of the business
  
• Participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program
  
• Direct involvement in recruitment, interviews, training and ongoing skills development for all direct and indirect reports
  
• Ensures appropriate staffing levels based on forecasted demand or predetermined staffing requirements
  
• Apply a process of continuous review and proactive management of absenteeism and attrition across all teams; taking appropriate action where necessary
  
• Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded
  
• Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality
  
• Participate in formal quarterly performance reviews with executive leadership teams; both internally and directly with the customer
  

Requirements

• 3+ years previous management experience with a demonstrated ability to manage client relations
  
• 5+ years working in a call center or similar technical support environment is required
  
• Bachelors degree or equivalent work experience
  
• Strong knowledge base in technical support of information systems products and services
  
• Understanding of KPIs including client, employee and business implications
  
• Willing and able to work a any shift as needed to direct overall performance