Operations Director

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Requisition ID: 126700
Job Category: Operations
Location: Jamaica
Posted Date: 11/3/2017 9:01:16 PM
Job Summary
Performs complex high level management work overseeing the development and implementation of client related programs at the call center facility. Develops strategies and hiring of key management for
successful programs.
Job Functions % Time
Daily Business Operations Management 40%
Staff Development/Mentoring 30%
Budget and Fiscal Management 20%
Business Development 10%
Key Job Responsibilities
Oversees development of management team (e.g., setting performance expectations/targets,
training, coaching, performance appraisals, etc.)
Supervises the coordination of service to meet new and existing client program objectives and
Ensures that monthly and annual client reviews are conducted.
Monitors/approves monthly client billing, making revisions as necessary.
Tracks revenue to plan and report variances on a monthly basis.
Acts as client and interdepartmental advocacy role model.
Identifies additional prospective work opportunities and develop innovative approaches to manage
efficiency and profitability.
Troubleshoots and creates action plans to quickly and effectively address problems.
Identifies process improvement opportunities to drive efficiencies through the operation.
Monitors all key metrics in support of meeting/exceeding initiative objectives
Other Related Duties
Maintain positive, consistent, and effective communications with staff.
Participate in selection of Program Manager and Director level candidates.
Other Duties as Assigned
Works with sales to develop new clients
Minimum Education and Experience:
Bachelors degree from an accredited university or college with major course work in business,
marketing, communications, retail management or another related field
Considerable experience (10+ years) in operations management in a collections or call center
Significant experience (3+ years) supervising and developing subordinates
Knowledge, Skills and Abilities:
Strong organizational and strategic planning skills
Stays current with industry trends, technology, and oppo Client advocate with strong customer service skills
Excellent interpersonal skills
Ability to manage staff and multiple programs requiring attention to detail
Flexibility and versatility in problem analysis and resolution
Job Description
Ability to negotiate and discuss pricing and contractual arrangements
Direct marketing knowledge required
Ability to communicate across functional lines
Demonstrated knowledge of interviewing and selection process
Ability to analyze and interpret qualitative and quantitative data
Excellent interpersonal skills
Excellent interpersonal, written and oral communications and organizational skills
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