Operations Director

 

Position Purpose:

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

 

Essential Functions and Responsibilities:

  1. Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  2. Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  3. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  4. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  5. Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  6. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  7. Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
  8. Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  9. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Requirements

Operations Director

 

Position Purpose:

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

 

Essential Functions and Responsibilities:

  1. Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  2. Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  3. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  4. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  5. Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  6. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  7. Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
  8. Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  9. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Looking for a fun place where you can fit in, fuel your passions, help people, and take charge of your career? You’re in the right place. Join the Afni family and be part of our talented global team passionate about helping people and pursuing the life we dream about.  

Do Your Best Work and Grow Your Career

When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals. 

Our award-winning training and development programs get you ready to work and grow. If you’re the kind of person who wants to build a career and learn new things, we’ll provide the path and the tools to get you there. You bring the motivation and commitment.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Paid Time Off
Paid Time Off
Full-time Schedules
Full-time Schedules
Fun Events
Fun Events
Referral Bonus
Referral Bonus

Getting Hired

Ready to get started? Here's how to apply and what to expect next. 

1.

Start your application online by filling out our easy form (literally easy - it takes less than a minute if you type fast). Then, schedule a time to come in and meet us

2.

Stop by and make your application official. Whether you make an appointment or just drop in, we’re open Monday-Friday 9 a.m. to 7 p.m. 

3.

Meet our team and we'll discover together if you and Afni are a perfect fit.