Operations Director (Ncr)

The Director, Account Operations plans, coordinates, directs and supervises all aspects of the support service delivery for a specific client account. The account can be located over multiple centers in different cities. This position ensures full support to Business unit owner client interaction related to service delivery, planning, ensuring client satisfaction, profitability (Gross Profit and/or Managers Operating Income) and providing account direction.
RESPONSIBILITIES Manage all aspects of client operations including planning, development, implementation, and maintenance for the account.Manage day-to-day service delivery through Senior managers / Managers. Provide effective coaching to the managers in a timely manner.Meet or exceed account objectives for revenue, gross profit, quality and customer satisfaction.Develop and maintain client rapport and complete satisfaction with contract and customer services.Develop, grow, and maintain employee experience, capability, morale, and job satisfaction.Monitor and report performance metrics and client satisfaction to the client, the company, and our employees.Accountable for and manages account performance against profitability objectives, contract metrics and client expectation.QUALIFICATIONS Must have strong and effective verbal and written communication skills.Must be able to deal with confidential/sensitive topics appropriately.Must be a team player and leader.Must be able to successfully manage multiple projects simultaneously.At least 1 year of in-role experience as Director.
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