Job description
Alta Resources is Hiring!Alta Resources is a global BPO, providing customer management solutions to some of the world’s most well-known & respected brands. At Alta, we help our client’s improve and better manage their customer’s experiences across every touch point. And leaders within our organization share our client’s passion, both to lead teams and serve others. We are adding an Operations Director, with call center & customer service experience, to our established client.
The Operations Director will leverage the strengths of Alta Resources to solve business issues on behalf of the client, in addition to developing best practice solutions for our client’s and their customers. High-level duties include:
- Financials (P&L, budget, expense reduction)
- Creating an environment promoting employee growth and retention
- Directing all aspects of clients’ customer service policies, objectives, and initiatives
- Instill a strong sense of customer focus, professionalism and client branding throughout the team
- Developing procedures and policies governing customer correspondence and the handling of customer issues
The Operations Director will also work with other Alta Resources leaders to identify trends and help create value-add solutions for Alta’s clients and our client’s customers. This position will also focus on internal resources and implementation teams to ensure customer expectations are communicated and exceeded.
Essential Duties And Responsibilities
- Create and maintain strong, lasting partnerships with clients and explore opportunities to grow business
- Ability to lead, coach, motivate, and build relationships and loyalty with external and internal teams, clients and leaders
- Instill a strong sense of customer focus, professionalism and client branding throughout the team
- Determine work procedures, forecast call volume, project staffing levels and expedite workflow
- Possess excellent interpersonal, verbal and written business communication skills
The Operations Director position is an active leadership role, requiring the support of strategic initiatives, personal development and application of Six Sigma methodologies. As operations director, the scope of client responsibility is $20 million, plus in annual revenue with potential to grow. The geographic scope includes four locations spread across the US, Latin America and Asia. Leadership accountabilities include:
- Interviewing, hiring, training, and retaining employees
- Planning, assigning and directing work
- Appraising performance and rewarding/disciplining employees
- Addressing and resolving employee relations issues
- Bachelor's degree from four-year college or university is required. Master’s degree is preferred
- Five or more years of management experience, leading a team of 300 or more (contact center management and/or in client outsourcing environment preferred)
- Experience in transactional or productive minute billing is preferred
- Five or more years of experience in a leadership role with financial accountabilities including profit & loss required
- Proven ability to meet deadlines and key metrics, work independently, as a leader and team player, and deliver results
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