Senior Director of Operations

Scicom, the leader in offshore Business Process Outsourcing, is pleased to announce the opening of the first US office. We are currently recruiting for a Senior Director of Operations overseeing our Tampa Nokia customer contact center.

 

The Senior Director of Operations will be the owner of the operations function and will be accountable for the total performance and results of the center. The incumbent will recommend, prepare and ensure the successful implementation of the Operations plans in line with the objectives and budget approved by the Client and the Company.

 

The incumbent will also be responsible for identifying and developing new business verticals which will support our client?s growing needs and improve their customer?s experience.

 

The Senior Director will ensure that all data related to the contact center performance is tracked and both quantitative and qualitative reports, formats of which are agreed with the Client, are produced within the agreed timelines. The incumbent will also ensure the timely review of these reports with the Client according to the agreed frequency.

 

The Incumbent will be the main point of contact with the Client on daily operational issues and be accountable for ensuring that the whole operations management team is continually kept abreast on all developments related to the Client?s business which has a direct impact on the operations.

 

Similarly, the Incumbent will be responsible for communicating with the Client on any developments within the project team or Company that will be of interest to the Client. 

 

Beyond the operational role, the Incumbent must have the leadership skills to keep pushing the bar on competencies and performance to improve customer satisfaction and experience. Strategic thinking skills are also important as roadmaps and new business proposals should be developed  to guide and support new business verticals for the Client. 

 

Qualified applicants will have 10-12 years of Senior level customer contact center experience preferably in a Director/VP capacity focusing on operations and people management, strong strategic, analytical and conceptual skills, proven Project Management abilities, excellent communication and interpersonal skills, and the ability to work in a high pressure environment. Six Sigma designation preferred.

 


Scicom offers a competitive compensation package, full medical and dental insurance, and 401k plan.  Please e-mail your resume and salary requirements for consideration to CareerUSA@scicomusa.com .

 

Visit our website www.scicom-intl.com .