Senior Director, Operations

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
As the Senior Director of Operations, you will ensure the efficient operation of both virtual, and brick and mortar centers across the US, nearshore/offshore locations for a client portfolio, and achieve corporate and client goals and objectives. You will have direct reports in this capacity and will be responsible for the success of their client and site portfolios. Key performance indicators in this role may include client KPI attainment, employee attrition, profit and loss, client presentations, client relationship success, and other duties as assigned.

Responsibilities:

• Understand our unique offerings, and how those can solve for specific business challenges and bring incremental value to your relationships.

• Own tracking, optimization, and thought leadership actions surrounding customer feedback and disseminating business insight cross-functionally.

• Build and maintain a capable and well-trained staff of employees

• Accountable for staffing, work assignments, budget projection and expense management.

• Accountable for P&L for regional oversight as a whole, to the gross margin level.

• Meets client KPI’s for designated region consistently

• Ensure proper staffing is in place to meet client objectives, in partnership with the workforce management team.

• Oversee all relevant projects; supervises efforts to exceed InteLogix/client goals and objectives; coordinate plans of corrective action on problems identified by client.

• Monitor all administrative functions.

• Oversight of brick and mortar, and virtual working environments internationally.

• Supervise subordinate management in weekly coaching reviews of each employee to ensure correction of deficiencies and to determine each employee’s progress.

• Recommend salary increases and other changes in employee status to leadership, in conjunction with input from subordinate Managers.

• Work closely with the Management team to coordinate effective operations in all areas of the Center.

• Maintain good client relations; reports area of concern regarding client relations to the VP.

• Develop future talent for region by creating robust leadership development SOP’s in partnership with the full Operations and Training teams

• Outline and maintains SOP’s for the CX Operations Organization.

• Be responsible for establishing/maintaining a professional work environment

• Adhere to Company attendance, punctuality, and meal and rest break requirements

• Maintain concentration and focus in order to meet performance goals

• React positively to an ongoing, changing environment

• Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals

• Maintain good working relationship with assigned supervisors and coworkers

• Serve as a trusted partner and consultant to our clients, helping them achieve mutually identified business outcomes through added solutions/services.

• Demonstrable ability to communicate, present and influence stakeholders including C-level.

• Perform additional duties as required by management from time to time

Qualifications:

• Bachelor's degree in management, finance, or accounting or 5+ years in call center management is required as a prerequisite for this role. Previous experience in managing/documenting SOP’s preferred.

• Strong skills in verbal and written communication

• Leadership development background, including managing an end to end process for bench strength planning

• SOP ownership/deployment background

• Ability to coach team members to consistently meet performance objectives

• Ability to travel up to 50% of the time as needed

• Experience managing large teams (1200+ FTE)

• The ability to develop a strategic account plan

• Bridge planning background

• P&L management background

• Client relationship management background

• International operational ownership background

• Effective time management skills working remotely and the ability to work collaboratively across all levels of the organization

• Experience in making decisions based on business metrics

• Employees must be able to type accurately, use a mouse effectively, and have a basic understanding of Windows-based operating systems.

• Thorough knowledge of Microsoft products

• Employees will primarily work from home requiring the ability to self-manage and prioritize their workload. The employee’s home office environment must be conducive to professional participation in online meetings with an internet connection supporting both audio and video. Employees may be required to work near others during regular site visits, client visits, client performance reviews, and conferences/offsite meetings.

All job offers are contingent upon completion of drug and background checks.

Intelogix is an equal opportunity employer: M/F/Disabled/Vet