Operations Director

Job Purpose

•

Responsible for the successful operation of a customer contact management site.

•

Manages both human and material resources.

•

Supports Probe 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 Probe as a leading business presence through local community involvement.

Duties and Responsibilities

•

Profitable Business Growth across all clients within the site, including: o Forecasting/Resource planning and prioritization. o Achieves site revenue and profit goals. o Establishes, monitors and maintains priorities within the site to meet client, facility and corporate goals. o Escalates site resource constraints to appropriate level(s) of management.

•

Associate satisfaction: o Obtains and retains the best talent. o Works with Human Resources to address associate and labor issues, as necessary. o Ensures that appropriate resources are available for associate mentoring/development and management development.

•

Client Relationships: o Nurtures client relationships. o Ensures that processes are in place to consistently deliver solutions to clients in a proactive manner to enhance the quality of and decrease the cost of service delivery.

•

Community Activities: o Creates, projects and supports a positive image of Probe within the community.

Qualifications

Experience Target (in this job or a related function/field): 7-9 years of industry-related experience, including 2-4 years of contact center managerial experience or 10+ years of professional-level business management experience, including 2-4 years managerial experience; managing a fintech campaign is preferred ● Skills: (identify essential skills required, and identify additional skills that enable success in performing this job) ○ Demonstrated strong fiscal management skills in a P&L environment. ○ Excellent leadership and interpersonal skills. ○ Excellent verbal and written communication skills. ○ Demonstrated strong facilitation and presentation skills. ○ Demonstrated strong project management and planning skills in order to successfully manage multiple simultaneous projects. ○ Solid computer skills, including use of products in the Microsoft Office suite. ● Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job) ○ 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 (100+) 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. ● Regular business travel required – Up to 25%. Travel may include client visits, company business meetings or other events, as needed. Travel time will vary. Travel will be completed through the most cost-effective and efficient methods.