Director of Operations (Waterloo)
Confidential
Overview
We are seeking an experienced Director of Operations to lead and oversee contact center operations across multiple programs and teams. This onsite role is responsible for driving service delivery excellence, achieving client satisfaction, and ensuring operational efficiency and profitability.
Key Responsibilities
- Lead and manage end-to-end contact center operations across multiple accounts and programs
- Drive performance against KPIs, SLAs, CSAT, Quality, Productivity, and Cost targets
- Develop and execute strategic initiatives to enhance operational efficiency and service delivery
- Oversee workforce management, training, quality assurance, and staffing strategies
- Build and maintain strong client relationships , ensuring retention and account growth
- Analyze performance trends and conduct root cause analyses to identify improvement opportunities
- Collaborate with cross-functional teams including WFM, IT, Training, QA, and Client Services
- Lead, coach, and develop Operations Managers and leadership teams
- Ensure financial performance and profitability through effective cost management
- Deliver business reviews, reporting, and presentations to internal and external stakeholders
Qualifications
- Bachelor’s degree in Business, Management, or a related field (or equivalent experience)
- 7–10 years of experience in contact center or BPO operations, including leadership of multiple teams or sites
- Strong knowledge of call center metrics, workforce management, and performance management
- Proven ability to lead large teams in a fast-paced, client-driven environment
- Excellent communication, leadership, and stakeholder management skills
- Proficiency in data analysis, reporting, and presentation tools
- Experience managing multi-site or global operations
- Background in process improvement and operational transformation
- Experience in client-facing roles and account management
Work Setup
- Onsite role (full time presence required at the assigned office location)
Vacancy posted 3 hours ago
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