Director of Operations
$80,000–$120,000 year
On-siteCopperas Cove, Texas, United States
Job Summary
Oversee Contact Center and Back Office teams for two large automotive clients, managing staff performance, training, scheduling, and daily operations. Deliver weekly, monthly, and quarterly performance updates to clients, analyzing metrics to drive efficiency and customer satisfaction. Implement operational plans, manage P&L, and lead cross-functional initiatives in finance, HR, and workforce planning. Develop and execute technological innovations including omnichannel strategies and self-service options. Manage annual budgets, conduct financial reviews, and proactively address customer concerns while fostering a high-performance environment.
Required Qualifications
- 10+ years of customer care, customer service, call center operations, and/or consulting experience
- 15+ years of experience in BPO/customer service/call-center
- Complete understanding of call center operations, vendor management, operating procedures, and performance metrics
- strong knowledge of CRM, call center software tools, and cloud-based telephony
- Demonstrated ability to establish a positive working environment, coach, and guide teams
- Demonstrated ability developing streamlined onboarding and training programs into client programs and campaigns
- Established competency in creating and rolling out customer service processes, policies, and procedures
- Highly developed problem-solving skills and sound decision-making combined with analytical experience
- ability to analyze data, identify issues, and implement process improvements
- Ability to prioritize and manage multiple priorities successfully
- proven ability to manage improvement projects
- Experience presenting to senior leadership, partnering cross-functionally, and driving change
- 10+ years of experience in a people management role
- Experience in the automotive industry
- A minimum of a Bachelors' degree
- This position is 100% onsite
- Copperas Cove, Texas
Desired Qualifications
- 10+ years of experience in a people management role preferred
- 15+ years of experience in BPO/customer service/call-center preferred
- Experience in the automotive industry preferred
- Experience presenting to senior leadership, partnering cross-functionally, and driving change
- Complete understanding of call center operations, vendor management, operating procedures, and performance metrics
- strong knowledge of CRM, call center software tools, and cloud-based telephony
- Demonstrated leadership and ability to work independently with minimal direction
- Demonstrated ability developing streamlined onboarding and training programs into client programs and campaigns
- Established competency in creating and rolling out customer service processes, policies, and procedures
- Highly developed problem-solving skills and sound decision-making combined with analytical experience
- ability to analyze data, identify issues, and implement process improvements
- Ability to prioritize and manage multiple priorities successfully
- proven ability to manage improvement projects
- Experience in the automotive industry preferred
- Experience presenting to senior leadership, partnering cross-functionally, and driving change
- Experience leading technological innovation in the contact center / back-office environment (such as implementation of omnichannel communication strategies and self-service options) is highly preferred
- A minimum of a Bachelors' degree is preferred
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