Operations Director - BPO

Job purpose

• Responsible for the successful operation of a customer contact management site.
• Manages both human and material resources.
• Supports Probe and clients in achieving service, quality and contribution goals.
• Demonstrates sound fiscal management in achieving profitability goals.
• Responsible for operating systems, policies and procedures within the site (including development,
• implementation and continual improvement of processes) to best achieve overall business goals.
• Responsible for leading process improvement efforts within the facility.
• Provides leadership and management to associates. Strives to achieve overall associate satisfaction.
• Provides development opportunities for the site management team.
• Ensures that appropriate training and development is offered to supervisors.
• Working with peers, serves as an effective business partner to multi-site clients.
• Supports the broader business line and corporate units to achieve goals.
• Represents Probe as a leading business presence through local community involvement.

Duties and responsibilities

Profitable Business Growth across all clients within the site, including:

o Forecasting/Resource planning and prioritization.

o Achieves site revenue and profit goals.

o Establishes, monitors and maintains priorities within the site to meet client, facility

and corporate goals.

o Escalates site resource constraints to appropriate level(s) of management.

Associate satisfaction:

o Obtains and retains the best talent.

o Works with Human Resources to address associate and labor issues, as necessary.

o Ensures that appropriate resources are available for associate

mentoring/development and management development.

Client Relationships:

o Nurtures client relationships.

o Ensures that processes are in place to consistently deliver solutions to clients in a

proactive manner to enhance the quality of and decrease the cost of service

delivery.

Community Activities:

o Creates, projects and supports a positive image of Probe within the community.

Qualifications and Key Competencies:

Education (if beyond High School or equivalent): 4-year college degree or equivalent directly

related work experience

Experience Target (in this job or a related function/field): 7-9 years of industry-related experience, including 2-4 years of contact center managerial experience or 10+ years of professional-level business management experience, including 2-4 years managerial experience; managing a fintech campaign is preferred

Skills: (identify essential skills required, and identify additional skills that enable success in

performing this job)

Demonstrated strong fiscal management skills in a P&L environment.

Excellent leadership and interpersonal skills.

Excellent verbal and written communication skills.

Demonstrated strong facilitation and presentation skills.

Demonstrated strong project management and planning skills in order to

successfully manage multiple simultaneous projects.

Solid computer skills, including use of products in the Microsoft Office suite.

Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform

essential job functions and those that enable success in performing this job)

Demonstrated strong ability to analyze processes, enact change and think

operationally and strategically to achieve business goals.

Demonstrated ability to manage large groups of people (100+) in a site environment

and to work effectively as a business partner within a larger client framework.

Demonstrated ability to successfully manage excellent customer/client relationships.

Regular business travel required Up to 25%. Travel may include client visits, company

business meetings or other events, as needed. Travel time will vary. Travel will be

completed through the most cost-effective and efficient methods.