Job Title:
Associate Director, Operations
Job Description
The Associate Director, Operations is responsible for operational, financial, and program performance at the site. To accomplish this goal, they will lead the operations team, manage in a matrix environment with all line of business, and collaborate with the regional and global management. In addition, the Associate Director, Operations is responsible for achieving balanced results in the following areas: Performance, Talent Development, Collaboration, and Culture
Job Responsibilities:
Responsible for the development and execution of the site’s financial plan and its results.
Effectively manage the operational levers that impact financial performance such as attendance, average hourly rate, billing yield, headcount, and attrition in order to optimize revenue.
Effectively manage labor pool to ensure alignment with projected revenue and demand
Partner with support units (HR, Workforce Management, Quality, Training, etc.) to evaluate process improvement opportunities, training needs, talent calibration/management, onboarding, and succession planning
Create, implement and follow up on corporate strategic plan and objectives to comply with business’ needs
Partner with Client and Business Unit to drive real and competitive value to our clients’ Talent Development
Mentor and coach all professional-level personnel within aligned programs
Direct, motivate, and lead a team of managers dedicated to providing operational excellence for our clients
Establish and clearly communicate strategy to management team and provide feedback regarding operations
Oversee all functional areas to ensure optimization of resources, Service Level Agreement Reporting, and the Performance Management process
Partner with Client Services to drive performance and client satisfaction, enhance business, and examine new growth opportunities for program health
Collaborate with leadership to develop both short and long-term business strategies for the site
Drive the Rewards/Recognition programs and provide leadership for the site in community relations - establish the site as an Employer of Choice
Establish and drive departmental strategy to management team; provide feedback regarding tactical operations for department including budgeting, goal-setting, and managing performance
Follow organization’s policies and applicable legal requirements
Determine and implement appropriate staffing and customer interaction guidelines for work team(s)
Requirements:
College degree in related field with 5+ years’ related experience
Experience or Certification as Lean Six Sigma or COPC
Experience as a Manager o Sr Manager in Contact Center, having managed over 500 advisors
Advanced English proficiency
Proficiency with Microsoft Office required
Prior experience with outsourcing is preferred
Understanding of financial policies and budgetary requirements, including forecasting
Excellent interpersonal skills and the ability to influence and collaborate
Strong business acumen; proven analytical and process improvement skills
Possess excellent leadership, organizational, time management, judgment, and decision-making skills
Strong work ethic and motivational skills
Additional Skills:
Location:
MEX Mexico City Downtown Insurgentes
Language Requirements:
Time Type:
Full time
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