Operations Director

Are you a high energy, results driven contact center leader? Do you have proven BPO experience leading teams across all channels including Voice & Chat Service / Sales projects? If so, we want to hear from you.

Afni is looking for a contact center Operations Director to lead our Bowling Green, KY. contact center. The Operations Director will oversee the operations of the entire center including staffing levels for all projects and departmental financial impact factors, in order to ensure all client expectations are consistently being met for each project.

What you will be doing:

  • Lead managers and coaches to meet or exceed client KPI's and expectations for multiple service programs within the center. Collect, analyze and present appropriate program data from the perspective of improving performance and quality on all projects. Initiate Action Improvement Plans when KPI's are not being met to drive performance improvement.
  • Provide and present data for client operations meetings and reviews. Attend all weekly client meetings. Meet all appropriate deadlines, as specified.
  • Manage human resources process to maximize revenue within the center by accurately forecasting, acquiring, training, and redistributing resources as required.
  • Oversee the operating procedures of the center to ensure client and company standards are being met or exceeded.
  • Supervise, mentor and develop all management personnel within the center. Build positive relationships between support personnel and operations personnel.
  • Manage to the annual center budget. Analyze and report on financial variances and initiate operational change to increase revenue and/or reduce cost and improve financial results.
  • Create and maintain a solid client interface with open lines of communication to ensure the highest levels of customer service.
  • Monitor employee relations within the center and handle any employee issues, such as conflicts and personnel issues.
  • Lead internal center communications to define center and project objectives and accomplishments and promote a culture of unity, fairness and trust.
  • Conduct annual performance appraisals on all management personnel and/or direct reports. Initiate and track performance measurements for coaches throughout the year.

Requirements

What you will need:

  • Bachelor's degree with 8-10 years of proven management experience in a BPO contact center environment.
  • Intimate knowledge of both inbound and outbound processes with the motivational skills to effectively drive customer satisfaction is required.
  • Must have proven sales, budgetary and P & L experience.
  • Strong leadership and interpersonal skills with exemplary oral and written communication skills demonstrating professionalism in all aspects of the role.
  • Possess strong organizational and planning skills along with operational creativity.
  • Ability to analyze and accurately report operational results.
  • Proficient with computers and related applications.
  • Possess a passion for customer service.
  • Must be a team builder.
  • Ability to cope with frequent and unexpected changes.

Referral Program

Did you know we have one of the most lucrative referral programs around? Here's how it works:
For more info on our Buddy Bucks Referral Program, watch this video: https://www.youtube.com/watch?v=YS1nZ7w0mmk

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. 

Work in and Support the Bowling Green Community

Are you the kind of person who loves to get involved in community events and non-profit organizations? We love it and make it a habit to respond to the needs of the Bowling Green community through fund raisers, community events, and other service opportunities. When you work here, you’ll have plenty of chances to get involved. In Bowling Green, we regularly support Big Brother/Big Sisters, March of Dimes, Animal Humane Society, Refugee Center, Relay for Life, and more.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Dress for Your Day
Dress for Your Day
Paid Time Off
Paid Time Off
Tuition Reimbursement
Tuition Reimbursement
Fun Events
Fun Events
Referral Bonus
Referral Bonus