Sr. Operations Director (QC)

Position Purpose:

Serves customers by planning and implementing call center strategies and operations; improving systems and processes;

Managing All Account/Program Leads.

Essential Functions and Responsibilities:

Responsible for Monitoring and Managing all Account / Program leads to ensure that they are all reaching their targets and achieving their objectives.
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Minimum Job Requirements (Education, Experience, Skills):

Candidate must have completed at least 2 years in college, any field.
At least 2 to 3 years of Sr. Director experience in the BPO Industry or;
Applicants must be willing to work onsite
Experience handling multiple Telco programs is preferred.