Director Of Operations

Responsible for the successful operation of a customer contact management site. Manages both human and material resources. Supports Foundever and clients in achieving service, quality and contribution goals. Demonstrates sound fiscal management in achieving profitability goals. Responsible for operating systems, policies and procedures within the site (including development, implementation and continual improvement of processes) to best achieve overall business goals. Responsible for leading process improvement efforts within the facility. Provides leadership and management to associates. Strives to achieve overall associate satisfaction. Provides development opportunities for the site management team. Ensures that appropriate training and development is offered to supervisors. Working with peers, serves as an effective business partner to multi-site clients. Supports the broader business line and corporate units to achieve goals. Represents Sitel as a leading business presence through local community involvement.
Experience Target : 5+ years industry-related experience, including 2 to 4 years contact center managerial experience, or 10+ years professional level business management experience, including 2 to 4 years managerial experience.
Knowledge/Abilities: Demonstrated strong ability to analyze processes, enact change and think operationally and strategically to achieve business goals. · Demonstrated ability to manage large groups of people in a site environment and to work effectively as a business partner within a larger client framework. · Demonstrated ability to successfully manage excellent customer/client relationships.