AddressReporting to: Site Leader/ SVP Operations Type: Full-time Shift US working hours Role and
Responsibilities: As the Associate Director of Operations for Operations, you will be responsible for overseeing the day-to-day operations, fostering a positive work culture, and driving the team towards achieving performance targets.
Your role will encompass the following responsibilities:
Team Leadership: - Provide strong leadership, mentorship, and guidance to the Contact Center team, including managers and supervisors.
- Foster a collaborative and customer-centric culture that empowers employees to deliver outstanding service.
Operational Excellence:
- Set and monitor operational goals, KPIs, and performance metrics to ensure optimal team performance and efficiency. - Implement strategies to improve key metrics, such as customer satisfaction, first-call resolution, average handle time, and service level agreements.
Process Improvement: - Identify process gaps and inefficiencies within the Contact Center operations and implement continuous improvement initiatives.
- Collaborate with cross-functional teams to streamline processes and enhance customer service delivery. Quality Assurance: - Develop and maintain quality assurance programs to ensure consistent delivery of high-quality customer interactions.
- Conduct regular quality assessments, provide coaching, and develop training plans for team members.
Stakeholder Management: - Build strong relationships with internal departments to align Contact Center operations with overall company goals.
- Collaborate with clients or partners to understand their needs and provide insights to enhance service delivery.
Budget Management: - Assist in creating and managing the budget for the Contact Center operations, optimizing resources for maximum efficiency. Technology and Innovation: - Stay updated on industry trends, emerging technologies, and best practices in Contact Center operations. - Recommend and implement technology solutions that improve agent productivity and enhance customer experiences.
- Reporting and Analytics: - Generate regular reports and analytics to measure performance and provide insights to senior management. - Use data-driven insights to make informed decisions and drive continuous improvement efforts. Qualifications: - Bachelor's degree in [relevant field]; Master's degree preferred.
- 10+ years of proven experience in Contact Center management, including [X+] years in a leadership role. - Strong understanding of Contact Center operations, customer service best practices, and performance metrics.
- Excellent leadership and communication skills, with the ability to motivate and develop teams.
- Proven experience in process improvement, change management, and project management. Strong analytical and problem-solving abilities with a data-driven approach. Proficiency in using Contact Center software, CRM systems, and reporting tools.
- Exceptional interpersonal skills and the ability to collaborate effectively with various stakeholders.
