Operations Director

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Acquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world. As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You’re also responsible for complying with and enforcing procedures aligned with our information security policies. As a values-led organization, we expect all our team members to exemplify our four values of Curious and Clever, Entrepreneurial Energy, Fast with Intent and Laugh and Learn. A SNAPSHOT OF YOUR ROLE As an Operations Director, you are responsible for overseeing and managing the operational activities within the organization. This includes leading and developing a high-performing team, implementing operational strategies to drive efficiency and productivity, ensuring quality service delivery to clients, and achieving operational targets and key performance indicators (KPIs). In this role, you will have a significant impact on the coordination and management of internal and external resources to ensure the successful delivery of contracted services within the defined service level targets. Your day could see you: Manage daily performance, ensuring high levels of goal attainment and quality of service. Lead by example, motivating and generating enthusiasm among call center employees. Coordinate and collaborate with management to address issues that affect call center operations. Ensure adherence to service level agreements for quality, productivity, accuracy, and other defined metrics. Drive improvements in overall service levels, transactional efficiencies, and cost management. Execute contractual plans for individual client programs and ensure compliance with all contractual commitments. Mediate, respond to, and resolve highly sensitive customer/client issues that could negatively impact customers/clients. Be responsible for daily, weekly, and monthly interactions with clients, including providing status updates, resolving problems, proactive communication, and maintaining ongoing relationships. Establish clear roles, directions, responsibilities, and performance requirements for the call center management team. Ensure the management team and associates exhibit a high degree of ownership and accommodation when interacting with clients and customers. Perform cost-benefit analysis and identify cost efficiencies and savings opportunities. Maintain and manage program budgets. Research and analyze the root cause of problems, identify trends and recurring issues, and suggest resolutions. A BIT ABOUT YOU 10 years of BPO/Call Center experience. Senior-level experience in Call Center Management, managing multiple accounts. Demonstrated ability to lead, coach, and develop effective leaders and teams. Strong goal-setting skills, including defining and prioritizing specific objectives. Excellent communication and presentation skills. Strong analytical and problem-solving skills. Proficiency in budgeting and financial planning. Results-oriented with the ability to manage change while creating a positive environment. Proficient in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, and center reporting tools and technologies. Thorough knowledge of call center operations. Flexibility to work long and irregular hours. Willingness to travel as required. WHAT SUCCESS LOOKS LIKE Metrics as dictated by the clients Quality and compliance metrics Client Satisfaction Metric Company-driven metrics WHAT WE VALUE We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values: Curious and Clever: Smart questions spark smart solutions. Entrepreneurial Energy: Think like an owner. Solve like a founder. Fast with Intent: We move fast and deliver real results. Laugh and Learn: We don’t take ourselves too seriously, just our results. We help companies grow faster and operate smarter by delivering intelligent outsourcing and automation solutions. Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it performs best, always guided by safety, flexibility, and innovation. Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/