Director, Site Operations

Description

Director, Site Operations

Full Location: Bengaluru - India

Our #Ja-job_title is responsible for all facets of call center operations within the assigned site/s, including Financial Performance, achievement of Client Service Levels and Metrics, Staffing, Training and Development of all site staff/employees and management of resources. As a #Ja-job_title you will be tasked with achieving a high level of performance and profitability by establishing priorities, standards and performance objectives.

In This Role You Will

• Manage financial performance of the site and ensure profitability and achieve monthly revenue and profitability targets.
• Manage or avoid penalty situations
• Track and monitor results/productivity levels daily, weekly, monthly, annually
• Deliver contractual obligations and internal business requirements and ensure delivery of service level agreements (SLA) and client objectives while addressing and preventing client /performance escalations.
• Organize Weekly/Monthly/Quarterly results and performance reviews with direct reports (account/LOB and functional group heads) as well as the clients
• Participate in Client Business Reviews. Summits and Planning sessions including the formulation of goals and targets
• Attend regular reviews with the executive management team to discuss opportunities, initiatives, customer satisfaction, resource planning, action plans, etc.
• Ensure that operations staff, client, and vendor relationships as well as strategic alliances (if any), are managed to client and company expectation
• Deliver Operational Excellence
• Develop and implement continuous process improvement plans
• Ensure achievement of performance metrics across all accounts by regularly analyzing statistical/trended data, anomalies, and qualitative information
• Lead the analysis of operational outcomes and conduct root cause analysis to identify areas for improvement as well as create specific and detailed action plans
• Collaborate with the Quality Assurance department for effective implementation of the quality aspects of the account/s using various tools and techniques.
• Collaborate with the Workforce Management department to ensure that accounts are meeting correct staffing and scheduling requirements and at the same time being labor cost efficient.
• Assist the Workforce manager in the preparation of forecasting budgets, targets, implementation, and resource planning as well as formulating an effective recruitment/ramp plan
• Oversee billing accountabilities, ensure accuracy of monthly invoices
• Ensure that the production area is conducive for work and facilities and equipment for program use are in excellent working condition
• Create a systematic, timely reporting structure to measure all business activity for client, corporate and internal use
• Ensure center/site-wide employee satisfaction and motivation through effective promotion and adherence to companys culture and values
• Develop the site leadership teams capability and transition best practice knowledge to site operations leaders and other functional group heads within the operations team.
• Ensure that operations management and staff are trained and developed to compliment the company vision, mission, and values; continually evaluate and develop all employees through career planning, mentoring programs, skill building and employee engagement activities
• Implement effective process management, Quality Assurance, Risk Management, and service delivery across all clients
• Assist the business development/sales team as required and participate in development of Requirements Analysis, Statement of Work (SOW), Project Implementation Timelines
• Manage Direct Reports and coach, develop and mentor direct reports to maximize performance
• Conduct monthly performance reviews and provide regular company updates to direct reports

• Solid and proven experience in managing call center programs with at least five years experience as an Operations Director of a site or center with at least 1000 FTE.
• Clear grasp of the interrelation among the various functional groups within a call center organization
• Proven track record in account performance management; ability to move numbers through the systematic problem identification and resolution.
• Familiarity with relevant international quality standards and methodology (such as COPC, Six Sigma, etc)
• Strong Business acumen and understanding of Financial Statements and P&L
• Strong Organizational and planning skills
• Strong Problem solving and decision-making skills
• Graduate of any four-year college course (a degree in any business course is preferable)
• Excellent oral communication skills and business or technical writing skills
• Proficiency in Microsoft office applications (Word, Excel and Powerpoint).

• Employee Performance Incentives and Prizes
• Frequent Employee events, games, parties, and all-around fun in the workplace
• Healthcare Benefits
• Opportunity to grow with ResultsCX if thats Your Greater

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCXs 30+-year track record for reimagining the customer experience to meet consumers evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.