Associate Director - Support

OPS SUPPORT Job Description

About The Job

The Associate Director of Operations Support & Implementations will serve as a key pillar in driving the team to meeting department goals. We are looking for a leader who has the vision, experience, and passion to contribute to our culture and deliver extraordinary results for our clients. The incumbent will maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration.

As Associate Director of Operations Support & Implementations, You Will…

• Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and obstacles for our key initiatives
• Build, review, and modify interdepartmental processes within the geography of support
• Implement governance and compliance measures on projects and processes rolled out within the geography of support
• Partner with the Fraud and Risk team to review FMEA process per program
• Actively manage mid to large size client implementations from initiation to close, including:
• Coordination with Recruiting, Training, ABAY, Technology, Operations, and Facilities to ensure successful launch of new programs or improved operations of existing programs
• Thorough communication to all departments
• Create detailed project plans and updates
• Escalate issues as appropriate to achieve goals
• Clear and concise expectation setting
• Follow up on open items
• Gain buy in from all involved parties
• Find and deliver out of the box solutions as needed
• Provide constant, professional, and focused communication with clients
• Build strong relationships with clients (and internally) based on trust, transparency, and competence
• Monitor contractual and financial requirements to ensure success in accomplishing metrics, goals, and objectives
• Establish work methods for the client implementations team services and manage projects appropriately on a day to day basis
• Partner with Operations Leadership in identifying and recommending opportunities and solutions to formalize processes and procedures related to systems knowledge, contact center operating procedures, operations standards, technology platforms, client support, and product knowledge
• Ensure consistency, quality, and timeliness of deliverables for assigned projects
• Develop employees in alignment of our values and mission
• Effectively manage individual work streams and communicate recommendations to the client
  
  

Requirements

As Associate Director of Operations Support & Implementations, You Have…

• Some post-secondary or completion of post-secondary schooling (preferred)
• A minimum of 12 to15 years experience in the contact center industry
• At least 7-10 years of experience in contact center leadership, including cross-functional teams/groups.
• Experience in client relationship management and front-line supervisor development
• Experience with workforce management, training, and quality (is an asset)
• Exceptional and effective communication skills (oral and written) with an approach that builds and nurtures strong and lasting relationships
• A detail-oriented team player attitude with creative problem-solving and project management skills
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• Exceptional time management, organizational, and prioritization skills to complete work in a timely manner
• Ability to effectively present information to groups of managers, clients, and customers
• Ability to implement change and innovation
• Ability to communicate and influence at various levels within the organization