Associate Director, Operations

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business.

TASKS

• Analysis - Manages call center operations by means of reviewing and analyzing reports, records, and data to ensure that all quality, efficiency, and productivity standards/targets are met. Description of the metrics may change as per client directives and are available on Operations Performance Expectations.
• Reporting - Analysis of reports rooting from several sources (whether client-based or internally-generated reports) essential in the day-to-day functions. Also expected to be highly keen on the details provided & hold Operations and/or other departments accountable to take actions on areas needing improvement.
• Goal-Setting - Sets operational goals and business objectives. When needed, translates these goals into actionable items from Group/Shift Manager...