At DATAMARK, Inc., you will experience a dynamic and inclusive company culture that emphasizes collaboration, innovation and professional development. Our team is supportive, engaged and enjoys working together to achieve shared goals. We offer exceptional benefits and are committed to promoting your well-being both in and out of the workplace. Join DATAMARK as a Director of Operations and contribute your expertise in a role where your impact truly matters!
As the Director of Operations - CX, you will be at the forefront of driving excellence in our customer service delivery. This is an exciting opportunity to shape the operational strategy of our customer experience division, ensuring that we not only meet, but exceed our clients' expectations.
Key Responsibilities:
- Oversee and optimize all operational aspects of our CX solutions, from crafting innovative strategies to managing day-to-day operations across multiple channels.
- Leading a team of dedicated professionals and driving a culture of service excellence, transparency, and teamwork. Your leadership will be critical in establishing key performance indicators, optimizing processes, and implementing best practices that enhance both customer satisfaction and operational efficiency.
- Evaluate operational performance metrics, identify improvement areas, and ensure alignment with our strategic goals. Your insights will contribute to our commitment to delivering exceptional customer experiences while driving profitability for the business.
Requirements
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- A minimum of 15 years of progressive related experience working in a large-scale contact center environment.
- Proven leadership skills with at least 5 years in a managerial role in a large-scale contact center.
- Strong understanding of KPIs, operational efficiencies, and customer service best practices.
- Exceptional analytical and problem-solving skills – you love diving into the data!
- Ability to manage multiple projects and competing priorities in a fast-paced environment.
- Excellent communication and interpersonal skills – you build strong relationships with your team and clients alike!
- Experience with relevant operations management software and tools.
- Ability to travel up to 40% for client engagements and team meetings.
- Bilingual English/Spanish a plus
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off, Paid Volunteer Hours, and Holiday Pay
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
- $150,000.00 Annual Salary
Top Skills
What We Do
DATAMARK Inc., a provider of omni-channel contact centers and business process outsourcing (BPO) services since 1989, employs more than 3,119 at our facilities in the United States, Mexico and India.
Our Fortune 500 and enterprise clients trust us to be an extension of their brand. DATAMARK contact center agents are proud to represent many of the most well-known companies and brands across the globe. We deliver unparalleled customer service in our omnichannel contact centers, ranging from SMS text to video chat and everything in between that your customers expect the world’s leading brands to have equipped. Our long-term client partnerships include customer care for leading international companies across a wide array of industries, including BFSI, interpretation & translation services, transportation, healthcare, and consumer electronics.
Learn how DATAMARK combines outstanding omnichannel customer care, brand promotion, and continuous process improvement to deliver an unparalleled customer experience. Visit us at www.DATAMARK.net.
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