Director, Operations

ABOUT THE JOB

This role ensures high levels of initial client satisfaction through onboarding activities and by effectively managing the client implementations team. The ideal candidate will simultaneously own active client implementations projects as well as manage a team of project managers.  In addition, through strategic direction, the successful candidate will identify and close gaps in current processes to improve both operations and account implementations with clients. This is a high visibility role with all internal departments as well as externally with all levels of our clients.

ESSENTIAL FUNCTIONS:
 
  • Oversee onboarding project management activities
  • Actively manage large client implementations from initiation to close
  • Manage Project Managers as direct reports
  • Monitor, review and evaluate Project Managers’ performance to ensure success in accomplishing goals and objectives
  • Review and evaluate Client Implementation project performance on a regular basis to ensure adherence to established metrics and goals
  • Provide direction, coaching and feedback for the development of team members
  • Establish work methods for the client implementations team services and manage projects appropriately on a day to day basis
  • Act as a point of contact for client project escalations
  • Recruit, select, engage and retain project management team
  • Train new project managers on operating procedures, operations standards, and technology platforms
  • Serve as a subject matter expert on contact center operational procedures and technologies
  • Identify and build plans to improve gaps and create efficiencies in processes
  • Liaise with Operations leadership in identifying and recommending opportunities and solutions to formalize processes and procedures related to systems knowledge, client support and product knowledge
  • Assist with driving change and improvements within the Operations team
 
CRITICAL SKILLS:
 
  • Minimum 7 years experience maintaining client accounts (preferably in a contact center capacity) in one or more of the following verticals: CPG, Restaurant & Hospitality, Retail, Drug & Grocery, Petroleum/Convenience, Banking & Financial Institutions, Service, or Manufacturing
  • Minimum 5 years of project management experience
  • Minimum 5 years supervising a team
  • Must have exceptional and effective communication skills (oral and written) with an approach that builds and nurtures strong and lasting relationships
  • Detail-oriented team player with creative problem-solving and project management skills
  • Ability to effectively present information to groups of managers, clients, and customers
  • Experience with workforce management is an asset
  • Proficient in the use and application of MS Office Suite (Word, Excel, PowerPoint and Outlook)
  • Must demonstrate effective oral and written communication skills
  • Ability to work with basic mathematical concepts

EDUCATION REQUIREMENTS:
 
  • Bachelor’s Degree or a combination of post-secondary education and equivalent work experience
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