Sr. Director Of Operations

Company Description:

Support Services Group is a global omnichannel contact center solutions company, founded in 1998 and headquartered in Waco, Texas. With 20+ locations and 10,000+ employees in 10 countries, we offer tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty, using the right People, Technology, and Solutions to provide an unparalleled customer experience worldwide.

Role Description:

The Sr. Director of Operations will be responsible for overseeing the day-to-day operations, managing teams, ensuring budget compliance, and driving productivity as well as operational excellence. The individual will analyze and optimize operational processes, implement strategies for efficiency and effectiveness, and drive continuous improvement initiatives.

Key Responsibilities:

• Develop and implement strategic plans and initiatives to optimize operational efficiency, improve service delivery, and drive business growth.
• Provide strong leadership and guidance to department managers and teams, fostering a culture of collaboration, accountability, and continuous improvement.
• Identify areas for process improvement and implement solutions to streamline workflows, reduce costs, and enhance operational effectiveness.
• Build and maintain strong relationships with clients, understanding their needs, addressing concerns, and proactively seeking opportunities to add value to their businesses.
• Implement performance metrics and KPIs to monitor operational performance and drive performance improvement initiatives as needed.
• Oversee resource allocation, including staffing, budgeting, and resource planning, to ensure optimal utilization of resources and alignment with business objectives.
• Identify potential risks and develop risk mitigation strategies to minimize disruptions to operations and ensure business continuity.
• Ensure compliance with relevant laws, regulations, and industry standards, staying up-to-date with changes and implementing necessary measures to maintain compliance.
• Facilitate clear and effective communication channels across departments, promoting transparency, collaboration, and knowledge sharing.

Qualifications:

• Proven track record of at least 3 years in a senior management role within the BPO industry.
• Strong leadership skills with the ability to inspire and motivate teams to achieve goals.
• Excellent strategic planning and problem-solving abilities.
• Thorough understanding of BPO operations, processes, and best practices.
• Exceptional communication and interpersonal skills.
• Proficiency in project management and change management methodologies.
• Solid grasp of financial management principles and budgeting processes.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Strong leadership and decision-making abilities.

Job Type: Full-time

Benefits:

• Health insurance
• Life insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• 13th month salary
• Yearly bonus