Senior Operations Director: Night Shift
4 weeks ago
Job Title: Senior Operations Director: Night Shift
CallForce is seeking a seasoned leader to drive sales and manage operations in our rapidly growing BPO operation. The successful candidate will be responsible for delivering exceptional results by developing and implementing plans to meet campaign performance standards. Key areas of responsibility include:
- Developing and implementing plans to deliver exceptional results on a campaign-by-campaign basis.
- Handling client interface and delivering on SLA requirements.
- Managing client expectations and deliverables through consistent engagement with key stakeholders globally and locally.
- Driving sales and customer service outcomes.
- Providing differentiation in a highly competitive industry by exceeding client expectations.
- Succesfully delivering performance standards on outbound campaigns.
- Overseeing quality control and other compliance applicable to the global client and local legislation.
- Leading, developing, and motivating operational teams.
- Ensuring optimal service delivery through scheduling and continuous process improvement.
- Analyzing data to determine operational trends and providing solutions to increase sales, service, and quality levels to achieve and exceed targets.
- Managing operating budgets.
- Developing rewards and recognition incentives/programs.
- Assisting in forecasting resource requirements and ensuring that recruitment campaigns are carried out in a timely manner to ensure sufficient resources are in place to achieve agreed contact centre service, sales, and quality targets.
- Continually reviewing internal systems, procedures, and processes to ensure resource and operational efficiency, and making appropriate recommendations for any required changes.
- Working with IT and Infrastructure to ensure optimal operational efficiencies.
- Ensuring all infrastructure meets agreed SLA standards.
Requirements:
- 5+ years managing an outbound sales contact centre.
- 5+ years having worked in a BPO.
- 5+ years global client exposure and client relations.
- Proven track record in meeting campaign performance standards.
Salary: Market and experience-related.
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