J-Curve Technologies is currently in search of a Director of Contact Center Operations with outstanding leadership and people management skills to continue to build upon our dynamic and positive company culture. This individual is responsible for ensuring organizational effectiveness by providing leadership for the Operations Team. The Director of Operations must demonstrate outstanding leadership qualities by working effectively in a team environment and interacting with customers, employees, peers and management. This individual is expected to build strong relationships with all clients, as well as establish objectives and develops plans to ensure all operational goals are aligned with corporate goals. The Director of Operations is responsible for leading the Operations Team to achieve and exceed targets set in all areas of the business including quality, productivity, profitability, process improvement and organizational effectiveness. As a member of the Management Team, this individual will lead initiatives to achieve superior client experience and enhance employee capability, knowledge, and efficiency. This position requires a "coaching to win attitude" with proven ability to lead at a management level and an ability to develop and strengthen teams. Essential responsibilities include: Establish an Operations Plan in support of all departments and in accordance with the overall strategic plan and growth objectives of the organization Manage, coach, and mentor the Operations Management Team; Promote an atmosphere of teamwork, enthusiasm, and commitment to company missions and goals Provide effective leadership in a constantly changing environment Manage and maintain an assigned budget; Participate in financial planning and forecasting process Ensure that all Operational pods are being managed efficiently and operating at a level which meets the customer's expectation of service, quality, and the company's expectation of profitability Work with the Management Team to ensure proper staffing levels Ensure that Operational teams successfully handle escalated client issues as well as meet quality standards Ensure that policies, procedures and practices are maintained and followed by all members of the Operations team Encourage open communication between support staff and operational functions Play a significant role in long-term planning, including initiatives geared toward operational excellence Management Duties and Responsibilities: Provide effective leadership and direction to Operational staff Demonstrate commitment and dedication to a management philosophy which ensures that service excellence is provided to all company departments and customers Ensure the Operational Team constantly meets or exceeds all client satisfaction targets Serve as a consultant during the interview process, ensuring Operations Managers and Supervisors are providing quality recommendations on hiring and promoting of staff Conduct employee performance reviews for direct reports and set performance and developmental objectives Measure productivity and goal achievement to determine areas needing cost reduction and process improvement Maintain open lines of communication with direct reports and executive team members regarding all operational activities, schedules, issues and opportunities that may arise Constantly seek to improve management reporting, information flow, business process and organizational planning, providing all necessary support to ensure success