Call Center Operations Director

Influx provides customer service for brands and tech companies on-demand, 24/7, every day of the year (including holidays). To achieve this, our operation includes agents and managers working around the globe.
We're looking for detail-oriented and thoughtful people to join our growing international team
**Job description**
The Director of Operations in the Americas will work closely with the Head of Operations in leading, guiding, and directing the operational and client program performance of our operations. The Director also has to lead Operations management teams to deliver services that meet and exceed client and business expectations and achieve employee satisfaction.
**Responsibilities include**
- Creating proactive plans and strategies to ensure the organization meets growth targets in all aspects, foreseeing potential obstacles and opportunities long before they arrive
- Setting the vision for the team and consistently delivering high-quality services for the client by ensuring the operation is running smoothly and continuously improved.
- Build and maintain high standard organizational team members by selecting people and testing their aptitude, managing, coaching, and developing a number of senior staff, with a focus on managing employee performance
- Responsible for exceeding profitability targets plus accurate and timely forecasting and reporting of progress variables.
- Motivate and empower teams to create a positive and creative culture for your team to collaborate, perform well, and continue to learn and grow.
- Will help ensure that organizational structure and staffing plans are adequate to attain organizational objectives while maintaining budget requirements.
- Management of escalated issues and collaboration with other department leaders, as necessary, to expedite resolution.
- Responsible for the development and achievement of organizational KPIs, Metrics, and management reporting.
- Collaborates with other internal teams to integrate communication, technology, people, and process with client counterparts as needed.
**What we are looking for**
- 7+ years of experience in managing managers and a span of control of more than 1000 in the BPO industry. A master's degree is an added advantage.
- Strong Leadership, communication, and interpersonal skills with the capability of leading teams in a fast-paced startup environment.
- Must be innovative, creative, assertive, and curious
- Experience in a Customer Success, or similarly focused environment
- Proven record in delivering an end to end multi-year transformation programs with multiple workstreams.
- Experience in turning ideas into services and delivering them into markets and managing them excellently.
- Experience working in a fast-paced and hands-on environment (experience in a start-up is an advantage)
- Knowledge of P&L management, forecasting process and activities, people management principles, professional development, progression planning, and talent management.
- Excellent written and spoken English (Fluency level)
**What We Offer**:
- A work-from-home arrangement, which provides some flexibility to a degree
- An international team that embraces a growth mindset as well as the importance of coaching. You will grow with us
- A set of international clients with high standards of excellence
- A growing company (and industry), which poses challenges as well as opportunities
**If you feel that this role is for you, please feel welcome to apply**
**Job Types**: Full-time, Contract, Permanent

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