Ass. Director Operations Support

4 weeks ago

hyderabad, India Shshshree HR Solution Full time

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

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