Director For Operations Support

Director For Operations Support (Financial Account)

Director, Operations Support Performs difficult management level work overseeing all strategic and operational aspects of a call center facility. Exercises broad oversight over 500+ subordinate personnel. Responsibilities:

• Ensures center production levels meet or exceed established goals.
• Ensures Quality Performance, and Productivity metrics are maximized to exceed client and company guidelines. 
• Ensures the control and minimization of overhead costs such as management ratios, attrition, and overtime costs.
• Directly responsible for managing and developing the Ops Managers for the call center.
• Provides leadership to support organizations to meet the goals of the center.
• Enforces of all company policies and procedures at center.
• Communicates regularly with Account Management to address any client related matters.
• Communicates regularly to the SVP/Ops and COO daily production results.
• Develops action plans with SVP/Ops and COO on any production items not meeting expectations.
• Ensures a healthy, safe, and effective work environment and communications within the center at all levels
• Oversee all projects where we are delivering operations support as a billable service to clients

Qualifications:

• General Profile: Provides leadership and development to managers and professional staff. Is accountable for the performance and results of one’s area and manages multiple related teams. Sets area priorities and allocates resources; executes area business plans. Decisions are guided by resource availability and organizational objectives. Applies in-depth understanding of the business dynamics of own area integrates within the sub-function.
• Functional: Requires a comprehensive understanding of internal and industry vertical standards and principles.
• Business Expertise/Acumen: Integrates industry vertical best practices in own area to the achieve objectives of sub-function and function.
• Leadership: Leads through subordinate managers of managers; executes area / sub-function strategy. (Operations) Leads multi-site or large site (FTE TBD)
• Problem Solving: Identifies and resolves complex multi-dimensional business problems; escalates non-routine matters appropriately with recommendations for resolution.
• Impact: Impacts the business results of an area by setting priorities, allocating resources, and developing policies and plans. Guided by area business plans.
• Interpersonal Skills: Influences others internally and externally, including executives, vendors or regulators.

What's your expected monthly basic salary?

How many years' experience do you have as a Customer Experience Director?

Expert Global Solutions, Inc. (EGS) is a world-class, comprehensive Business Process Outsourcing (BPO) entity in global management and outsourcing services. EGS has one of the most comprehensive, unique, and compelling BPO offerings in the marketplace. Our clients have the benefit of a fully scaled and global partner serving all aspects of the Customer Relationship Management (CRM) and Accounts Receivable Management (ARM) industry.

Centralized and Scaled Global Partner

Expert Global Solutions is the holding company and manages both APAC and NCO brands in the market, addressing the needs of its customers as a fully scaled and global partner serving all aspects of the CRM and ARM customer lifecycle. EGS offers clients the unique complement of scale and a customized CRM and ARM service delivery platform.

A Firm with Strong Support

Expert Global Solutions is owned by One Equity Partners, the private investment arm of JPMorgan Chase & Co. Established in 2001 and managing $10 billion of investments and commitments for JPMorgan Chase & Co., One Equity Partners makes private investments behind compelling business ideas and strong management teams.

Complete Lifecycle Solution Support

Verticals | Cable, Telecom, Utilities, Retail, Government, Healthcare, Education, Financial, Technology, Insurance, Trans/Logistics, Pharmaceuticals, Travel & Hospitality, Commercial

Service/Support | Technical Support, Tier 1-4 Helpdesk, Customer Inquiries, Account Change/Updates, Billing Information, Loyalty Programs, Warranty Support, Internet Support,

Hardware/ Software Support

Resolution | First/Third Party Receivables, Financial Care, Pre/Post Charge-O, Early Fraud,

Credit Activation, Property Recovery, Skip Tracing, Attorney Services

Expert Global Solutions, Inc. (EGS) is a world-class, comprehensive Business Process Outsourcing (BPO) entity in global management and outsourcing services. EGS has one of the most comprehensive, unique, and compelling BPO offerings in the marketplace. Our clients have the benefit of a fully scaled and global partner serving all aspects of the Customer Relationship Management (CRM) and Accounts Receivable Management (ARM) industry.

Centralized and Scaled Global Partner

Expert Global Solutions is the holding company and manages both APAC and NCO brands in the market, addressing the needs of its customers as a fully scaled and global partner serving all aspects of the CRM and ARM customer lifecycle. EGS offers clients the unique complement of scale and a customized CRM and ARM service delivery platform.

A Firm with Strong Support

Expert Global Solutions is owned by One Equity Partners, the private investment arm of JPMorgan Chase & Co. Established in 2001 and managing $10 billion of investments and commitments for JPMorgan Chase & Co., One Equity Partners makes private investments behind compelling business ideas and strong management teams.

Complete Lifecycle Solution Support

Verticals | Cable, Telecom, Utilities, Retail, Government, Healthcare, Education, Financial, Technology, Insurance, Trans/Logistics, Pharmaceuticals, Travel & Hospitality, Commercial

Service/Support | Technical Support, Tier 1-4 Helpdesk, Customer Inquiries, Account Change/Updates, Billing Information, Loyalty Programs, Warranty Support, Internet Support,

Hardware/ Software Support

Resolution | First/Third Party Receivables, Financial Care, Pre/Post Charge-O, Early Fraud,

Credit Activation, Property Recovery, Skip Tracing, Attorney Services

Show more

Perks and benefits

Medical

Don’t provide your bank or credit card details when applying for jobs.

Researching careers? Find all the information and tips you need on career advice.