Associate Director - Operations - Contact Centre

Job Description:

Role and Responsibilities:

- As the Associate Director of Operations for Operations, you will be responsible for overseeing the day-to-day operations, fostering a positive work culture, and driving the team towards achieving performance targets.

Your role will encompass the following responsibilities:

Team Leadership:

- Provide strong leadership, mentorship, and guidance to the Contact Center team, including managers and supervisors.

- Foster a collaborative and customer-centric culture that empowers employees to deliver outstanding service.

Operational Excellence:

- Set and monitor operational goals, KPIs, and performance metrics to ensure optimal team performance and efficiency.

- Implement strategies to improve key metrics, such as customer satisfaction, first-call resolution, average handle time, and service level agreements.

Process Improvement:

- Identify process gaps and inefficiencies within the Contact Center operations and implement continuous improvement initiatives.

- Collaborate with cross-functional teams to streamline processes and enhance customer service delivery.

Quality Assurance:

- Develop and maintain quality assurance programs to ensure consistent delivery of high-quality customer interactions.

- Conduct regular quality assessments, provide coaching, and develop training plans for team members.

Stakeholder Management:

- Build strong relationships with internal departments to align Contact Center operations with overall company goals.

- Collaborate with clients or partners to understand their needs and provide insights to enhance service delivery.

Budget Management:

- Assist in creating and managing the budget for the Contact Center operations, optimizing resources for maximum efficiency.

Technology and Innovation:

- Stay updated on industry trends, emerging technologies, and best practices in contact center operations.

- Recommend and implement technology solutions that improve agent productivity and enhance customer experiences.

Reporting and Analytics:

- Generate regular reports and analytics to measure performance and provide insights to senior management.

- Use data-driven insights to make informed decisions and drive continuous improvement efforts.

Qualifications:

- Bachelor's degree in [relevant field]; Master's degree preferred.

- 10+ years of proven experience in contact center management

- Strong understanding of contact center operations, customer service best practices, and performance metrics.

- Excellent leadership and communication skills, with the ability to motivate and develop teams.

- Proven experience in process improvement, change management, and project management.

- Strong analytical and problem-solving abilities with a data-driven approach.

- Proficiency in using contact center software, CRM systems, and reporting tools.

- Exceptional interpersonal skills and the ability to collaborate effectively with various stakeholders.