Director Global Business Operations

Job Description: POSITION SUMMARY: The Director of Business Operations is directly responsible for managing the team tasked with designing and implementing business solutions throughout the life cycle of client initiatives. While Directors are aligned with specific verticals, they will have responsibility for providing support across verticals as required by the needs of the business.
Directors may engage to support their teams in developing RFX's/ proposals, conducting assessment sessions (both as part of due diligence when new business is acquired as well as part of professional services engagements), and implementing new business solutions. Directors will also be responsible for liaising with the Client Profitability team to coordinate targeted operational and financial assessments of CMC's and client programs.
This position requires very minimal supervision from senior management and is expected to perform well while working independently and leading a team. Directors are responsible for the coaching and development of the members of their team.

DUTIES AND RESPONSIBILITIES:
- Works with vertical teams to coordinate operational support for new and existing client initiative. Identifies appropriate operational resources during the development phase to craft proposals, presentations, and solutions for new client initiatives. Lead client profitability initiatives.
- Directs team to performance metrics and develops individual team members. Takes a leadership role in departmental improvements, i.e. tools, templates, processes. Acts as an escalation point for various issues and risks.
- Manages the implementation of new projects:
- Clearly and actively communicate program requirements and status to clients and internal team members, including an executive audience
- Work with internal departments and clients to ensure tasks are completed on time and within identified budget and quality measures
- Consistently track and manage program timelines while coordinating the resolution of program changes, issues, and risks.
- Track hours and expenses for program resources to ensure the program is within budget guidelines
- Facilitate post launch reviews to identify successes and opportunities for improvement

QUALIFICATIONS:
- BA / BS or equivalent experience
- Experience leading the implementation of medium to large scale projects. Capable of effectively facilitating meetings and developing detail oriented quality deliverables in support of the implementation of new projects
- Experience managing people and facilitating teams
- Experience in the call center industry
- Experience client facing and communicating with senior level management
- Experience with word processing software, spreadsheets, flowcharting applications and project management software (MS Project, MS Office, Visio)
- Experience and familiarity with call center financials
- Preferred experience: Knowledge of TeleTech's corporate procedures, company culture and key players
- Preferred experience: Project Management Certification, Process Improvement and Six Sigma
- Preferred experience: Industry experience to align with vertical assignment desirable
- Ability to travel domestically and internationally