Director, Call Center Operations

The Director of Call Center Operations is responsible for building and managing the methodologies, tools and resources used to successfully manage the lifecycle implementation (Concept through delivery) of programs and projects from small and short-term to large, global and complex in nature.  Director is responsible for the development and delivery and governance of the call center methodologies and tools as well as ultimately accountable for the way methodologies and resources are used to develop quality technology sollutions within planned budgets, scope and schedules.

 

The Director will plan and execute projects and programs; teach and mentor the call center team; oversee the development of appropriate strategies and systems while establishing feedback mechanism from customers, prospects and other partners to Call Center Managers.

 

Educational Qualifications

Bachelor's degree in Operations Management, Engineering or related field

Six Sigma Blackbelt preferred

5-7 years experience in business capacity

5 years experience in a Senior Call Center role

Proven experience in leading organization

Strong experience in Call Center methodology and lifecycle management required

Deep background in people management, resource planning and budget managment required

Excellent interpersonal and communication skills