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Director Of Operations (Remote)

Company

Contactus LLC
Address , Columbus, 43004, Oh
Employment type
Salary
Expires 2023-07-23
Posted at 11 months ago
Job Description
Director of Client Operations

About The Director of Client Operations:
The Director of Client Operations monitors and evaluates Managers, Supervisor, and team member performance, attendance, and conduct; generates and analyzes reports; partners with WFM to develop schedules to ensure adequate staffing levels.
Responsibilities:
  • Maintains and improves center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
  • Determines center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Meets center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Accomplishes objectives by training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Prepares performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains professional and technical knowledge by tracking emerging trends in center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
  • This job is primarily sedentary. While performing the duties of this job, the employee is frequently required to sit, talk, and hear. The employee is required to have close visual acuity to view a computer terminal and to prepare and read documents, e-mails, reports, and other correspondence on paper and on a computer monitor. The employee may be required to exert up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Required Qualifications:
  • 3-5 years of operations experience in a high-volume contact center environment
  • 3-5 years’ experience leading teams in customer service, training, marketing, sales etc.
Qualifications:
  • Demonstrated listening and customer service skills
  • Experience measuring, monitoring, and analyzing performance metrics and standards
  • Ability to perform quantitative and qualitative analyses of existing business processes
  • Ability to coach, develop, and mentor team members
  • Excellent written and verbal communication skills
  • Working knowledge of CRM systems
  • Demonstrated attention to detail and accuracy
  • Computer literate with knowledge of web and mobile apps
  • Possess leadership and team-building skills
  • Self-motivated and goal-oriented
  • Professional and courteous demeanor and ability to collaborate with a team
  • Self-directed, takes initiative in executing job duties
  • Ability to multi-task, set priorities, manage time effectively, and work under pressure
  • Strong analytical and problem-solving skills

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement:
ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.