When you’re an employee of Advantage Communications, you’re home. We are looking for strong community leaders who embody our 4 core values. If you are a positive person, honest, humble and fun to work with, we’d very much like you to become a member of our team!
Summary
The Regional Director, Operations is responsible for the overall business culture and operation of the virtual site(s) within the region and development, guidance and direction of staff. The incumbent is an experienced and well rounded “hands-on” leader with a focus on driving operational performance, facility management, P&L, and continuous improvement initiatives.
HOW TO MAKE A DIFFERENCE
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following however other duties may be assigned.
This position is responsible for a team of 5 or more direct reports and will be responsible for up to 1,000 employees.
- Responsible for and accountable for the business culture and day to day operation of a customer Contact Center(s)
- Provide regular feedback, support and leadership regarding site-level performance in critical areas such as P&L, KPI, company policy and procedure adherence, and client and employee satisfaction
- Proactively create, implement and lead site improvement efforts that produce successful results in the aforementioned areas
- Meet profitability goals in the profit center environment
- Establish and communicate client and internal strategies and key performance indicators to the site’s management team
- Serve as an effective business partner to multi-site clients working in conjunction with peers to achieve mutual goals
- Responsible for the management of site-level vendors and suppliers
- Facilitate site-level leadership meetings and participate in weekly corporate level senior leadership meetings
- Enhance site-level bench strength by hiring, coaching and mentoring direct reports; providing career development and professional growth
- Be an active member of the community and be able to act as a role model within the company
- Host new client meetings; participate in client MBRs/QBRs
- Special projects as assigned
The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.
KNOWLEDGE AND SKILLS
- A strong understanding of Contact Center operations and Contact Center solutions
- Previous experience managing remote BPO operations
- Excellent leadership and interpersonal skills
- Extensive experience with all Windows platforms, Microsoft Office, internet, etc.
- Strong organizational, analytical, leadership, interpersonal and time management skills
- Flexibility, versatility and proven ability to lead change
- Strong fiscal management skills in a P&L environment
- Excellent verbal and written communication skills
- Strong facilitation and presentation skills
- Strong project management and planning skills in order to successfully manage multiple projects simultaneously
- Strong knowledge and experience in complex people management
- Demonstrated leadership over multi-functional departments to include IT, Telephony, Facilities, Training, and Resources
EXPERIENCE
- A minimum of 5 years of progressive responsibility in a Contact Center environment; experience in a BPO environment strongly preferred
EDUCATION
- The qualified candidate will possess a bachelor’s degree or an equivalent combination of education and experience
OTHER
- Completion of a police and credit check which meets requirements.
Benefits:
- Work from home opportunities
Job Type: Full-time
Salary: $80,000.00 /year
Experience:
- Managing Remote BPO: 3 years (Preferred)
- Call Centre Operations: 4 years (Preferred)