Operations Director

4 weeks ago


Chennai, Tamil Nadu, India Weekday Full time
Job Title: Operations Director

This role is for one of our clients, the Weekday Contact Centre. The Operations Director will oversee the workforce planning team and ensure the smooth operation of contact centres across 33 locations in 23 countries. This role focuses on enhancing customer experience, boosting operational efficiency, and driving sales performance through the implementation of global initiatives.

Key Responsibilities:
  • Lead the workforce planning team to ensure efficient operation of contact centres.
  • Implement global initiatives to enhance customer experience and drive sales performance.
  • Collaborate with cross-functional teams to achieve business objectives.
  • Develop and implement process improvements to increase operational efficiency.
Requirements:
  • A minimum of 5 years of experience in leading or managing contact centre operations, including workforce planning.
  • Demonstrated experience in continuous improvement or project-driven environments.
  • Indepth knowledge of project and change management methodologies, such as Lean Six Sigma or Agile.
  • Experience in both inbound and outbound contact centre environments with exposure to omnichannel digital solutions.
  • Strong understanding of contact centre KPIs, technologies, and key business drivers.
  • Proven analytical skills with the ability to link workforce planning to financial outcomes.
  • Excellent verbal and written communication abilities.
  • Ability to work collaboratively in team settings.
  • Strong organizational and time management capabilities.
  • Competency in working with individuals from diverse cultural backgrounds.
  • A results-oriented approach with a positive mindset.
  • Experience in outbound calling strategies and automated dialer technology.
Desirable Requirements:
  • Experience in an online or digital-focused environment.
  • Familiarity with Genesys or NICE platforms, including workforce management tools.
  • Experience managing global, multi-site contact centre operations.
  • Knowledge of international education and customer experience for students studying abroad.

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