Associate Director - Operations

Key Responsibilities :

Team Leadership and Development :

Lead, mentor, and manage a team of call center managers, supervisors.

Provide ongoing coaching, feedback, and performance reviews to ensure team members meet and exceed performance metrics.

Develop and implement training programs in coordination with Training and Quality to enhance team skills and service levels.

Operational Excellence :

Oversee day-to-day operations of the call center to ensure all customer service objectives are met.

Establish and monitor key performance indicators (KPIs) for call center operations including call volume, average handle time, first call resolution, customer satisfaction, and agent productivity.

Drive process improvements to ensure efficiency and quality across all touchpoints.

Customer Satisfaction Management :

Ensure the delivery of exceptional customer experiences by setting the tone for service excellence.

Analyze customer feedback and work with the team to identify and implement improvements in service delivery.

Act as an escalation point for complex customer issues and provide resolution as necessary.

Strategic Planning & Reporting :

Collaborate with senior leadership to develop long-term strategies to improve call center performance and customer satisfaction.

Prepare and present regular performance reports to senior leadership, analyzing trends, opportunities, and challenges.

Drive cost optimization initiatives while maintaining high service levels and quality.

Budget & Resource Management :

Develop and manage the call center’s budget, ensuring resources are allocated effectively.

Forecast call volume and staffing requirements, ensuring adequate resources are in place to meet demand.

Technology & Process Improvement :

Work with the IT and operations teams to ensure the call center systems and technology meet the needs of the business.

Lead the implementation of new technologies or systems to improve the customer experience and operational efficiency.

Experience :

7+ years of experience in a call center or customer service management role, with at least 2 years in a senior management position.

Experience in managing call center scheduling projects is preferred

Proven experience in managing large teams and driving performance improvements.

Strong understanding of call center technology, CRM systems, and metrics.

Skills :

Excellent leadership, interpersonal, and communication skills.

Strong problem-solving and decision-making abilities.

Ability to analyze data and generate actionable insights.

Strong conflict resolution and negotiation skills.

Knowledge of workforce management practices and call center operations.

Personal Attributes :

Strong organizational and time-management skills.

Ability to work under pressure and adapt to changing demands.

High level of integrity and professionalism.

Proactive, results-driven, and customer-focused.

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