It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Role and Responsibilities:

As the Associate Director of Operations for Operations, you will be responsible for overseeing the day-to-day operations, fostering a positive work culture, and driving the team towards achieving performance targets.

Your role will encompass the following responsibilities:

Team Leadership:

• Provide strong leadership, mentorship, and guidance to the Contact Center team, including managers and supervisors.
• Foster a collaborative and customer-centric culture that empowers employees to deliver outstanding service.

Operational Excellence:

• Set and monitor operational goals, KPIs, and performance metrics to ensure optimal team performance and efficiency.
• Implement strategies to improve key metrics, such as customer satisfaction, first-call resolution, average handle time, and service level agreements.

Process Improvement:

• Identify process gaps and inefficiencies within the Contact Center operations and implement continuous improvement initiatives.
• Collaborate with cross-functional teams to streamline processes and enhance customer service delivery.

Quality Assurance:

• Develop and maintain quality assurance programs to ensure consistent delivery of high-quality customer interactions.
• Conduct regular quality assessments, provide coaching, and develop training plans for team members.

Stakeholder Management:

• Build strong relationships with internal departments to align Contact Center operations with overall company goals.
• Collaborate with clients or partners to understand their needs and provide insights to enhance service delivery.

Budget Management:

• Assist in creating and managing the budget for the Contact Center operations, optimizing resources for maximum efficiency.

Technology and Innovation:

• Stay updated on industry trends, emerging technologies, and best practices in contact center operations.
• Recommend and implement technology solutions that improve agent productivity and enhance customer experiences.

Reporting and Analytics:

• Generate regular reports and analytics to measure performance and provide insights to senior management.
• Use data-driven insights to make informed decisions and drive continuous improvement efforts.

Qualifications:

• 14 + years of proven experience in contact center management, including 4 years in a leadership role.
• Strong understanding of contact center operations, customer service best practices, and performance metrics.
• Excellent leadership and communication skills, with the ability to motivate and develop teams.
• Proven experience in process improvement, change management, and project management.
• Strong analytical and problem-solving abilities with a data-driven approach.
• Proficiency in using contact center software, CRM systems, and reporting tools.
• Exceptional interpersonal skills and the ability to collaborate effectively with various stakeholders.

If you're a strategic thinker with a passion for driving operational excellence and delivering exceptional customer experiences, we encourage you to apply for the Associate Director of Operations role at [Company Name]. Join us and play a pivotal role in shaping our Contact Center's success and customer satisfaction.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!