Associate Director, Operations (Onsite)

CNX•Valdosta, GA

1d•$90,000 - $95,000•Onsite

About The Position

As an Associate Director in Operations you will assist in managing operations, developing strategic plans, and overseeing projects to ensure alignment with organizational goals. (Military veterans are encouraged to apply.) A NEW CAREER POWERED BY YOU Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then an Associate Director in Operations position at Concentrix is just the right place for you! As an Associate Director in Operations, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing outstanding customer experiences as we are. CAREER GROWTH AND PERSONAL DEVELOPMENT This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

Requirements

Extensive experience required in successfully managing Contact Center Operations, preferably in emergency services or telecommunication settings.
Familiarity with CRM software and contact center technologies
Demonstrated success in fostering strong leadership and team management, coupled with excellent communication and interpersonal abilities. This includes the ability to drive a collaborative and innovative work environment and support Stakeholder satisfaction and partnership.
Strong problem-solving and conflict resolution skills.
Commitment to customer service excellence and continuous improvement.
Proficient in data analysis and performance metrics management.
Proven track record of leadership in a high-pressure environment.
Knowledgeable about regulatory requirements and compliance in emergency services.
Experience with risk management and emergency protocol implementation.
Strong internal Client-facing skills with excellent communication, negotiation and conflict management skills.
Demonstrated strong fiscal management skills in a Profit and Loss environment
Must reside in the United States and have a valid U.S. address for residence
Experience with ramps is required
Must be able to effectively manage and develop a headcount of 200+ employee's
Comfortable with working on-site at Valdosta, GA Concentrix site

Nice To Haves

Certifications in emergency management or crisis response (e.g., Certified Emergency Manager (CEM), Certified Business Continuity Professional (CBCP)) are preferred.
Associate’s degree in Business Administration, Management, or a related field is preferred.
Understanding of automotive industry operations, specifically regarding vehicle security and telematics preferred.

Responsibilities

Be a dedicated Emergency Leader to oversee both Emergency and Stolen Vehicle Teams in Charlotte, NC and Oshawa, ON, Canada.
Will be responsible in overseeing the operating systems including local policies, procedures and operating structure.
Establishes and implements product / service standards in concert with company and Client expectations.
Analyzes operations and efficiency of the call center.
Monitors and executes staffing, budget, training and general HR practices for all site personnel using functional support.
Has hiring, development and performance management responsibility for direct reports.
The Emergency Leader will partner with Client Operations Leaders in directing and managing all site activities and performance strategies, collaborating with Workforce Management, Training, Quality, and Human Resources.

Benefits

Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), 401(k) retirement plan, paid time off and holidays, and paid training days.
DailyPay enrollment option to access pay "early," when you want it
Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
Health and wellness programs with trained partners to help promote a healthy you
Mentorship programs that support your rewarding career journey
A modern, state-of-the-art office setting with advanced technologies and a great team
Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more

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