Senior Director, Operations

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🔥 6 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $110k - $140k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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InteLogix

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1957

🤝 B2B

💸 Finance

B2B • Finance • Customer Experience

InteLogix is a company that specializes in providing Customer Experience as a Service (CXaaS) and accounts receivable management (ARM) services. With a focus on optimizing customer interactions and enhancing brand reputations, InteLogix utilizes a combination of human-driven and digitally enabled solutions to support its clients. They emphasize long-term partnerships and have built relationships with clients across various industries through dedicated and empathetic service.

📋 Description

• Understand our unique offerings, and how those can solve for specific business challenges and bring incremental value to your relationships. • Own tracking, optimization, and thought leadership actions surrounding customer feedback and disseminating business insight cross-functionally. • Build and maintain a capable and well-trained staff of employees • Accountable for staffing, work assignments, budget projection and expense management. • Accountable for P&L for regional oversight as a whole, to the gross margin level. • Meets client KPI’s for designated region consistently • Ensure proper staffing is in place to meet client objectives, in partnership with the workforce management team. • Oversee all relevant projects; supervises efforts to exceed InteLogix/client goals and objectives; coordinate plans of corrective action on problems identified by client. • Monitor all administrative functions. • Oversight of brick and mortar, and virtual working environments internationally. • Supervise subordinate management in weekly coaching reviews of each employee to ensure correction of deficiencies and to determine each employee’s progress. • Recommend salary increases and other changes in employee status to leadership, in conjunction with input from subordinate Managers. • Work closely with the Management team to coordinate effective operations in all areas of the Center. • Maintain good client relations; reports area of concern regarding client relations to the VP. • Develop future talent for region by creating robust leadership development SOP’s in partnership with the full Operations and Training teams • Outline and maintains SOP’s for the CX Operations Organization. • Be responsible for establishing/maintaining a professional work environment • Adhere to Company attendance, punctuality, and meal and rest break requirements • Maintain concentration and focus in order to meet performance goals • React positively to an ongoing, changing environment • Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals • Maintain good working relationship with assigned supervisors and coworkers • Serve as a trusted partner and consultant to our clients, helping them achieve mutually identified business outcomes through added solutions/services. • Demonstrable ability to communicate, present and influence stakeholders including C-level. • Perform additional duties as required by management from time to time.

🎯 Requirements

• Bachelor's degree in management, finance, or accounting or 5+ years in call center management • Previous experience in managing/documenting SOP’s preferred • Strong skills in verbal and written communication • Leadership development background, including managing an end to end process for bench strength planning • SOP ownership/deployment background • Ability to coach team members to consistently meet performance objectives • Ability to travel up to 50% of the time as needed • Experience managing large teams (1200+ FTE) • The ability to develop a strategic account plan • Bridge planning background • P&L management background • Client relationship management background • International operational ownership background • Effective time management skills working remotely and the ability to work collaboratively across all levels of the organization • Experience in making decisions based on business metrics • Employees must be able to type accurately, use a mouse effectively, and have a basic understanding of Windows-based operating systems. • Thorough knowledge of Microsoft products • Employees will primarily work from home requiring the ability to self-manage and prioritize their workload. • The employee’s home office environment must be conducive to professional participation in online meetings with an internet connection supporting both audio and video. • Employees may be required to work near others during regular site visits, client visits, client performance reviews, and conferences/offsite meetings.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development • Bonuses • Stock options • Equipment allowances • Wellness programs