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Director, Operations
Job Req ID: 376965 At Quantrics, we consider our people our most important asset. Our focus is not only on creating a great customer experience - its about building and promoting a culture of constant team member growth, creating a sense of family, and working together to improve our lives and the lives of those in our local communities We do not just offer a stellar working environment; we also offer amazing benefits and very competitive compensation packages. We also make employee advancement and overall wellbeing a priority because we value our employees above all else. OPERATIONS DIRECTOR Are you a leader who ensure that business operates within the company's vision? Do you have a creative mind for campaign strategies to work and be effective? Are you someone who is experienced and good with client management? We have an exciting opportunity for a seasoned, strategic leader to be an integral part of our senior leadership team at Quantrics. We are seeking a disciplined, dynamic and results-oriented individual who has a strong Call Centre Operations background. Reporting to the Vice President of Operations, the successful candidate will have end to end accountability for one or more lines of business within the larger call centre operation. YOU WILL HAVE AN OPPORTUNITY TO: Directly support and develop a team of up to 8 Operations Managers * Provide leadership and direction for an organization of up to 1000 employees. Effectively manage and drive performance across multiple KPI's * Review, recommend and implement new methods and procedures to increase the efficiency and effectiveness of daily operations. * Effectively manage client expectations and relationships * Operational budget management and reporting * Partner across the organization with support groups to plan and collectively ensure the success of the company YOU WILL BE A GREAT FIT ON OUR TEAM IF: Exceptional people leadership and negotiation skills! * Strategic thinker, with strong tactical planning skills * Able to work under pressure, identify priorities and produce deliverables within tight timelines. Strong attention to detail * Exceptional analytical, process management, and organization skills * Conscientiousness - a highly organized individual who always closes the loop with client groups and partners * In-depth understanding of the technology, terms and methodologies used in the BPO industry * Outgoing, positive and enjoys having fun! QUALIFICATIONS / REQUIREMENTS: Minimum of 10 years work experience in the BPO/Call Center Industry * Minimum of 5 years work experience as Senior Service Delivery/Director of Operations with extensive experience managing multiple sites/segments and larger teams (>500 FTEs) * Able to adjust working hours as required to meet demands of supporting 24/7 call centre operations and North American based client groups Bachelor's degree is preferred * Ability to travel ( |
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