Operations Director

Responsibilities

As Operations Director, you will oversee and manage the operational activities within the organization, including leading a high‑performing team, implementing operational strategies, and ensuring quality service delivery to clients. Your day will involve:

• Managing daily performance, ensuring high goal attainment and quality of service.
• Leading by example, motivating and generating enthusiasm among call center employees.
• Coordinating and collaborating with management to address operational issues.
• Ensuring adherence to service level agreements for quality, productivity, accuracy and other metrics.
• Driving improvements in overall service levels, transactional efficiencies, and cost management.
• Executing contractual plans for individual client programs and ensuring compliance with contractual commitments.
• Mediating, responding to, and resolving highly sensitive customer/client issues that cou...