Associate Director of Operations

Careers

Associate Director of Operations

The Associate Director, Operations acts in a Business Unit Leader capacity and will be responsible for operational, financial and program performance. To accomplish this goal, they will lead the operations team, manage in a matrix environment with all functional department partners and collaborate with the North America Services Delivery Leadership team. Incumbent has overall responsibility for achieving balanced results of multiple departments within span of control.

PRIMARY DUTIES AND RESPONSIBILITIES:

Performance:

Responsible for the development and execution of the financials, effectively manage the operational levers that impact financial performance such as attendance, adherence, billing yield, headcount and attrition in order to optimize revenue. Effectively manage labor pool to ensure alignment with projected revenue and demand. Directs, motivates, and leads a team of managers dedicated to providing operational excellence for Concentrix clients. Responsible for establishing and clearly communicating strategy to management team, providing feedback regarding operations, and driving development strategies for all team members. Able to develop and implement innovative and visionary solutions to support service delivery strategy. Partner with Client and Project Executives to drive real and competitive value for our clients.

Teamwork:

 Collaborate with Recruiting & Human Resources for hiring & on-boarding of all new employees, ensuring a successful transition to the Concentrix team. Collaborate with Human Resources regarding effective and relevant policies and procedures, succession planning and talent calibration for professional-level personnel. In addition, responsible for mentoring and coaching/career pathing programs for all professional-level personnel. Collaborate with Workforce Management, and other resource units to ensure optimization of resources, Service Level Agreement Reporting, and the Performance Management process. Partner with IT, & contract Delivery Project Executives (PE’s & DPE” s) to drive performance and client satisfaction, enhance business delivery and examine new growth opportunities for program health. Collaborate with leadership to develop both short and long-term business strategies.

EDUCATION AND EXPERIENCE

Bachelor's degree in related field from a four-year college or university with ten or more years related experience; Minimum 5 year’s operations delivery leadership experience, with global virtual operations leadership experience a plus; or Equivalent combination of education and experience.

CANDIDATE PROFILE

Solid understanding of Call Center financial triggers and budgetary requirements including forecasting. Excellent interpersonal skills and the ability to interact and collaborate virtually in a matrix environment, with all Concentrix leadership and Client leadership. Experience managing large virtual call center teams required. Prior experience with outsourcing is preferred. Strong analytical and process improvement skills. Strong knowledge of basic business principles and concepts. Possess excellent leadership, organizational, time management, judgment and decision making skills. Strong influence, collaboration and communication skills. Strong work ethic and good motivational skills. Must have proficiency with various software, programs including e-mail messaging, Microsoft Word and Excel.   The above statements are intended to describe the general nature and level of work being performed by the individual assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the incumbent.