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

Goodbay’s Core Values

Humility and Respect

  • We value analytics and data to drive intelligent decision making
  • We look for ways to innovate smarter ways to serve our clients

Collaborative

  • We give and seek input with each other
  • We solve problems and make smarter decisions together
  • There are no departmental silos, we are all in this together

Intelligent

  • We value analytics and data to drive intelligent decision making
  • We look for ways to innovate smarter ways to serve our clients

Can-Do Attitude

  • We are tireless in our work ethic
  • We are flexible in accommodating the needs and demands of our clients

Opportunity Based on Merit

  • We opt for talent over tenure and recognize great achievements when we see them
  • We strive to provide opportunities for our team to excel and expand their role

We Do What We Say

  • We get it done with an attention to detail
  • We follow through and do what we said we would do

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