Director of Call Center Operations

Director of Call Center Operations

Position Overview:

The Director of Operations is responsible for overseeing the day-to-day performance and strategic execution of an operating group. This role ensures operational excellence, client satisfaction, employee development, and financial accountability. The Director works closely with clients and executive leadership to translate strategic objectives into actionable operational plans, driving both short-term results and long-term success.

Key Responsibilities:

• Serve as a hands-on leader and integral member of the management team, delivering value-added services to client organizations.
• Collaborate cross-functionally with Operations, Sales, IT, and Corporate teams to meet client needs and execute key initiatives.
• Manage multiple projects and adapt to varied work situations in a fast-paced environment.
• Apply performance improvement tools and process optimization techniques to enhance efficiency and effectiveness.
• Act as the primary client interface, fostering strong partnerships and maintaining top-tier performance and satisfaction levels.
• Provide clear direction and leadership to managers and staff, ensuring projects are completed on time, within budget, and to the highest quality standards.
• Drive customer satisfaction through proactive communication and continuous service improvement.
• Oversee operational teams to ensure accuracy, timeliness, and compliance in tactical execution.
• Lead all aspects of people management, including hiring, training, coaching, performance management, and career development.
• Manage compensation adjustments, promotions, and other personnel actions in alignment with company guidelines.
• Support organizational goals through additional projects and responsibilities as assigned.

Qualifications:

• Bachelor’s degree in Business, Operations Management, or a related field (MBA preferred), or 5 years of relevant experience in lieu of a degree.
• Minimum 5 years of experience managing financial call centers.
• Minimum 5 years of vendor management experience within an outsourcing or BPO environment.
• Minimum 3 years of management experience supervising exempt-level personnel.
• Proven success leading BPO call center operations (inbound and outbound).
• Strong change management and process improvement skills.
• Demonstrated ability to collaborate effectively with both technical and operational teams.
• Excellent leadership, communication, and organizational skills, with a record of delivering measurable results.
• Proficiency in Microsoft Excel, Word, PowerPoint, and related business applications.
• Flexibility to adapt to changing client demands and evolving business needs.