Operations Director | Cyberpark

ibex; Palestine (TX); On-site; USD 130,000 - 170,000; Full time

Job summary

ibex is seeking an Operations Director to oversee offshore customer services operations for multiple clients in a high-volume environment. The role focuses on successful implementation and migration of client programs, with accountability for service delivery against SLAs and client health.

The Director will manage global product support teams, across on-shore and off-shore resources, and drive KPI performance, efficiency, and collaboration with internal teams to align client strategies with

Qualifications

• Combined 10 years of experience in the Call Center Industry, directing large scale programs with customer service and sales.
• Experience handling a Retail/e-commerce program with minimum of 600 HC.
• Multi-site management experience is a plus.
• Experience managing multiple LOBs with different KPIs.
• Proven track record delivering KPI management goals.
• Implemented engaging activities and programs to improve performance.

Responsibilities

• Manage all aspects of technology delivery in support of a client for day-to-day operations, enhancements and project support.
• Ensure staffing plans are adequate to attain objectives while respecting budgets.
• Develop, implement and coordinate customer support programs and SOPs to drive efficiency.
• Manage escalated issues and collaborate with other department leaders to expedite resolution.
• Accountable for KPI achievement and management reporting.
• Oversee global product support teams including on-shore and off-shore staff.
• Maintain understanding of client technologies and strategic direction for the support process.
• Collaborate with internal teams to align communication, technology, people and process with client counterparts.

Skills

Call Center Mgmt

High-volume ops

KPI Management

Offshore Teams

Client Leadership

Budget Control

Job description

The Operations Director will be responsible for managing the offshore customer services operation for various clients. This individual will work with the Client and will be responsible for the successful implementation and migration of the Client’s customer services.

The Director will ultimately manage these accounts and oversee the operation of several hundred highly skilled positions related to customer service, sales, client and project implementation, HR and administrative functions, and call center representatives.

The Director will be responsible for successful service delivery within the prescribed SLA, and will be accountable for Client account health and internal team performance.

JOB DESCRIPTION

• Manage all aspects of technology delivery in support of a client for the complete landscape including day to day operations, application enhancements and project support.
• Ensure that organizational structure and staffing plans are adequate to attain organizational objectives while maintaining budget requirements.
• Responsible for the development, implementation and coordination of customer support programs and standard operating procedures to drive efficiency and effectiveness of support operations.
• Management of escalated issues and collaboration with other department leaders, as necessary, to expedite resolution.
• Accountable for the development and achievement of organizational KPIs, Metrics and management reporting.
• Management of a global product support teams that may include both on-shore and off-shore employees and/or contractors.
• Maintain an understanding client’s technologies and strategic direction and apply that knowledge to the customer support process.
• Collaborates with other internal teams to integrate communication, technology, people and process with client counterparts.

QUALIFICATIONS

• Combined 10 years of experience in the Call Center Industry, directing large scale programs with multiple lines of business with an emphasis on customer service and sales.
• Must have experience handling a Retail/e-commerce program with minimum of 600 HC.
• Multi-site management is a plus.
• Must have experience managing multiple LOBs with different KPIs.
• With proven track record and expertise in providing solutions and projects focused in delivering KPI management goals
• Has implemented effective Engagement activities and programs