Business Operations Director
About The Position
It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. The Business Operations Director is responsible for managing all aspects of Workforce Management (real-time management, scheduling, capacity planning, and forecasting), Vendor Staffing, Telecom, and strategic initiatives to enhance the performance, efficiency, and customer satisfaction of call center operations. This role requires expertise in managing large-scale call center functions, optimizing processes, and partnering with cross-functional teams to achieve organizational goals.
Requirements
- Demonstrated expertise in long-term workforce planning, capacity modeling, and cost optimization techniques, including advanced scheduling and intraday resource management.
- Proficiency in workforce management tools such as Verint, NICE, Aspect, or similar platforms is essential.
- Strong expertise in analytics, encompassing the identification of appropriate metrics, effective metric visualization, and the ability to interpret data to derive actionable insights.
- Excellent communication skills are paramount, with the ability to simplify complex information and articulate a clear, concise narrative for a senior executive audience.
- A proven track record of making decisions based on data analysis and insights.
- A strong ability to work effectively and collaboratively within teams and across different departments.
- Bachelor’s degree in business administration, operations management, or a related field. Substantial professional experience may be considered in lieu of a formal degree.
- 10+ years of call center experience
- Remote with flexibility to work an assigned shift within the following timeframe: Monday through Saturday, between 7:00 AM and 8:00 PM (Eastern Time).
Responsibilities
- Lead the strategic planning of the workforce to ensure optimal staffing levels that align with service demands and support business growth initiatives.
- Manage and drive comprehensive call center strategies to align with the company’s vision, mission, and objectives.
- Establish operational goals and KPIs focused on efficiency, quality, and customer satisfaction.
- Support a culture of continuous improvement across all call center and business functions.
- Implement and refine advanced models, tools, and processes for accurate labor forecasting, efficient scheduling, and continuous productivity optimization to meet customer service targets.
- Strategically manage day-to-day operations of the call center to ensure expected business plan and changes are incorporated into capacity forecasts.
- Ensure appropriate workforce scheduling to meet operational capacities for service levels, productivity, call quality, and staffing needs.
- Plan, develop, and implement best practices among operations teams that ensure consistency and accountability.
- Analyze call center workflows and implement process improvements to reduce costs and enhance service quality.
- Use data-driven insights from KPIs, financial performance, and employee engagement to inform strategic decisions.
- Drive processes that impact cost efficiency without compromising service quality.
- Identify and implement cost-saving initiatives while maintaining operational excellence.
- Partner with leaders across the organization to ensure aligned execution, efficient workflows, and cross-departmental collaboration.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
