Director of Operations

Job Description

The Director of Operations will drive leadership and direction to the first through third levels of the Support Center in Bangalore, India. The Director will uphold the company’s goal to deliver the highest level of customer satisfaction to the callers/emailers and to run an efficient and well managed center where associates are proud to work. Driving success and top performance for our clients is our number one focus.

The Director of Operations Call Center Operations position will report into the VP’s in Chicago, IL and will be responsible for:

  • Managing various client projects concurrently, and overseeing 300+ people at our partner’s overseas location both in person and remotely
  • Manage contact center operational activities to achieve target output and quality metrics given by the clients
  • Ensure proper staffing levels across projects
  • Ensure agent training programs are successfully implemented and achieve client and internal performance standards
  • Manage high-level relationships with clients. Speak comfortably on reporting, analytics, and the success we are delivering tied to client service level agreements
  • Successfully launch new client relationships, which includes hiring, training and overseeing a successful implementation until key metrics are met in any new engagement
  • Analyze and identify opportunities to improve the customer experience by analyzing trends for opportunities to improve First Call Resolution Rates and improve the way service can be resolved for clients
  • Manage and motivate team members. Embrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers
  • Provide leadership, direction, coaching, and feedback
  • Travel to India for 3-4 weeks at a time every few months. 30% of the year will be international travel based. 70% will be Chicago, IL based

Director of Call Center Operations Qualifications:

  • A minimum of a BA/BS required, preferably in Business Administration, Economics, Finance, Operations, Engineering, Supply Chain
  • A minimum of 10 years of progressive contact center management experience
  • The successful candidate will be extremely detail oriented, and not be afraid to ‘roll-up their sleeves’ and take on day-to-day tasks, providing additional support where necessary to deliver world-class customer service in a highly entrepreneurial environment
  • Exceptional skills to influence in an indirect, matrix-based, and virtual environment
  • Strong leadership skills – be able to drive key performance metrics, and in particular quality and customer satisfaction
  • Assess and develop talent
  • Experience in establishing a culture focused on delivering quality support through employee-centric coaching processes
  • Experience in managing Client Relationships
  • Analytical and strategic thinkers
  • Strong presentation skills; can speak across various forums and communicate to a broad, diverse audience from clients to support staff

Core Values

  • We are humble
  • We work hard
  • When we commit to doing something, we do it
  • We are type-A city folk, and work with a sense of urgency (the office and team are all in the city of Chicago). Our clients are much the same way
  • We collaborate and talk about everything together. If you want to run your silo without input from others, this is not the place for you. We openly communicate and disagree without ego
  • We value intelligent and analytical minds

To apply, please submit your resume to: casey@goodbaytech.com