Operations Director

The
Operations Director
oversees Operations Managers for all assigned Projects. The Operations Director will be supporting an existing Account and manage a solution-led approach which facilitates quality of service and account profitability while also monitoring and controlling the service provided leading to Client, Customer and Employee satisfaction.

Key Responsibilities and Accountabilities:

The responsibilities for the position include:

Operational Management
:

•Lead meetings with Contact Center Manager(s) to review performance results, trends, ongoing topics and determine any actions or improvements needed.

•Ensure the execution of the contact center's strategic vision is aligned with the overall business objectives

•Co-operate with other Senior CCMs to establish procedures and put them into effect

•Contribute to the planning and execution of minor/major changes required by the Company/Client and report possible risks associated to objective's achievement to appropriate staff

•Provide feedback to VP for Client development and optimization of Client campaigns

Client Relationship Management
:

•Cultivate strong relationships with key clients, stakeholders, or business partners who rely on the contact center's services.

•Understand their unique needs, preferences, and expectations to provide personalized support and build trust.

•Act as point-of-contact and escalation for Client and/or regional Service Delivery team.

•Plan and implement Client's Exit plan (closing relationship)

Budget and Financial Management
:

•Consult and assess the Annual Budget, Business Planning and Strategy creation of all assigned Project(s).

•Control costs and keep all assigned Project(s) on track financially.

•Review Cost-Benefit Analysis with CCMs to improve efficiency.

•Approve Invoice of all assigned Project(s) is accurate and on a timely manner.

•Monitor of inventories and order of supplies needed to accomplish the departmental goals.

Leadership and Mentorship
:

•Oversee and manage the contact center team, and the performance management process to ensure a skilled and motivated workforce.

•Provide strong leadership and guidance to the contact center team, fostering a culture of excellence, collaboration, and continuous improvement.

•Foster a positive work environment where people feel safe and valued through leading in accordance with the company's values and policies, listening actively and acting upon feedback.

•Drive the culture of health, safety and wellbeing within the team, ensuring safety is a priority.

Performance Management
:

•Monitor and review performance result, trends and goals for the assigned projects and consistently monitor performance to ensure targets are met.

•Review and co-ordinate the actions needed to improve performance results.

Cross-Functional Collaboration
:

•Collaborate with other departments to share insights, align goals and facilitate effective communication channels between operations and support departments

•Oversee the recruitment and hiring process for all applicable roles within the designated operations department.

Continuous Improvement
:

•Foster a culture of continuous improvement by encouraging feedback from both customers and team members.

•Actively seek out ways to enhance processes and customer service delivery.

•Initiate and sponsor Six Sigma & Lean methods where appropriate.

Training and Development
:

•Develop the Contact Center Manager(s) by providing direction, guidance and mentoring to ensure the highest quality of managing and motivation.

•Contribute to the Performance Management Process, through regular evaluations to subordinates, to ensure a skilled workforce.

Compliance and Policy Adherence
:

•Ensure adherence to laws, regulations, company policies, internal and external Standards.

Decision Making Authority:

The Operations Director typically has authority to:

•
Set strategic direction
: Define operational strategy in alignment with company goals and customer experience vision.

•
Own performance outcomes
: Establish KPIs, budgets, and targets for efficiency, quality, and customer satisfaction.

•
Allocate resources
: Approve workforce levels, organizational structure, and vendor/outsourcing decisions.

•
Implement technology & transformation
: Lead adoption of new platforms, automation, and digital channels.

•
Influence policy
: Approve operational policies and escalation frameworks across the contact center network.

Recommendations Expected:

The Operations Director is expected to advise executive leadership on:

•
Customer Experience Strategy
: Emerging trends, innovations, and service models to elevate customer satisfaction and loyalty.

•
Investment Decisions
: Business cases for new technology, workforce expansion, or outsourcing partnerships.

•
Long-Term Workforce Strategy
: Talent development, succession planning, and skills required for future operations.

•
Enterprise Process Improvements
: Recommendations on cross-functional initiatives that reduce friction between departments (sales, billing, tech support, etc.).

•
Risk & Compliance
: Identifying operational risks, compliance gaps, and recommending mitigation strategies.

Education and Specific Training

•Bachelor's degree in business administration or other related Business field

•Graduate studies or Post-Graduate Studies or equivalent will be considered an asset

•English, C1 or above CEFR proficiency level

•Knowledge of additional languages will be considered an asset

Work Experience

•Minimum 3 years as an Operations Manager, or

•Minimum 3 years as a Sales representative in a service sector, or

•Minimum3 years as a Marketing or Customer Service executive

•High affinity and cultural awareness regarding the relevant market/region is desired