Sr Director, Work-At-Home Practice Leader

Careers

Sr Director, Work-At-Home Practice Leader

Essential Functions/Core Responsibilities

  • Create and drive Work-At-Home business strategy for Contact Centers across North America
  • Maintains client satisfaction, client communication, and the overall management of the client relationship
  • Partners with the delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client’s business
  • Delivers the targeted financial results of the program
  • Analyzes data to accurately forecast and manage operational performance, financial results, and resource requirements   
  • Oversees all contracts associated with customer and third party vendors. This includes negotiating contract terms for the customer & third party vendors as appropriate, managing executed contracts, and tracking milestones and financial commitments
  • Leads integration of a cross-business/cross-functional organization into a seamless team that is united to deliver the client’s solution
  • Assesses resource costs, utilization, assumptions during budget/business planning cycle and develops resource management and staffing plan for program(s)
  • Directs effective communication throughout the organization at all levels and across all facets of the business
  • Works closely with sales to identify additional revenue opportunities with current clients

   

Candidate Profile 

  • Master's Degree in related field from a four-year college or university with fifteen years of BPO experience preferred
  • Experience driving Contact Center Work-At-Home strategy and processes required
  • Expert in communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external associates   
  • Proven ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with industry impact
  • Proven ability to champion significant projects, programs, and business initiatives using creativity and ingenuity   
  • Mastery of the organization's business operations and industry. Externally recognized as subject matter expert on emerging trends and industry practices
  • External Thought Leader with proven ability to significantly influence
  • Exceptional ability to comprehend, analyze, and interpret

Career Framework Role 

Is recognized as an external thought leader within strategic function or discipline. Influences the strategy to address internal or external business and regulatory issues. Proactively identifies, defines, and solves the most complex problems that impact the management and direction of the business. Significantly influences functional strategy; may participate in the development of the product or division strategy. Leads multidisciplinary projects or initiatives. Progression to this level is typically restricted on the basis of individual capabilities and business requirements.

   

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

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