Director of Contact Center Operations
Location: US, AZ, Tempe
Department: Operations
Employment type: Full-time
Required experience: Not Applicable
Function: Management
Company profile: J-Curve Technologies, a privately held Arizona-based organization, is an award-winning premier outsourcer of shared technical, customer support and enterprise level helpdesk services.   In 2011, J-Curve was recognized as one of the best places to work in the valley by the Phoenix Business Journal.We are committed to the ongoing development of our valued employees, and we offer candidates the opportunity to work with talented colleagues in a positive, team-oriented, productive and informal environment with opportunities for learning and growth.  
Description: 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 organizationManage, coach, and mentor the Operations Management Team; Promote an atmosphere of teamwork, enthusiasm, and commitment to company missions and goalsProvide effective leadership in a constantly changing environmentManage and maintain an assigned budget; Participate in financial planning and forecasting processEnsure 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 profitabilityWork with the Management Team to ensure proper staffing levelsEnsure that Operational teams successfully handle escalated client issues as well as meet quality standardsEnsure that policies, procedures and practices are maintained and followed by all members of the Operations teamEncourage open communication between support staff and operational functionsPlay a significant role in long-term planning, including initiatives geared toward operational excellence Management Duties and Responsibilities:Provide effective leadership and direction to Operational staffDemonstrate commitment and dedication to a management philosophy which ensures that service excellence is provided to all company departments and customersEnsure the Operational Team constantly meets or exceeds all client satisfaction targetsServe as a consultant during the interview process, ensuring Operations Managers and Supervisors are providing quality recommendations on hiring and promoting of staffConduct employee performance reviews for direct reports and set performance and developmental objectivesMeasure productivity and goal achievement to determine areas needing cost reduction and process improvementMaintain open lines of communication with direct reports and executive team members regarding all operational activities, schedules, issues and opportunities that may ariseConstantly seek to improve management reporting, information flow, business process and organizational planning, providing all necessary support to ensure success
Requirements: Experience and Education: Minimum of 5-8 years of progressive work experience in a contact center operations management role, with demonstrated ability to lead, build, and motivate a team of Management and Supervisory professionalsMust have people management experience with the proven ability to identify developmental, mentoring and coaching needs of others to improve their knowledge and skillsSuccessful history of change managementInnovative and accomplished in developing and executing strategic plansUniversity education or equivalent experience Knowledge, Skills and Abilities:Self-driven, motivated and results-oriented Knowledge and experience in applying the principles of quality management to achieve process improvement and organizational effectivenessDemonstrated resourcefulness in gathering knowledge, problem solving and getting things completedSuperior communication (verbal and written), organization, and time management skillsDemonstrated leadership skills with the ability to provide overall team vision and directionStrong project management skills culminating in timely and effective resultsDemonstrated ability to manage operational teams to the satisfaction of the client (i.e. successfully understand, monitor and manage client goals)Solid ability to develop and maintain constructive and cooperative working relationships with othersAbility to lead, offer opinions and direction as well as fulfill obligations
Benefits: Full time employees enjoy a comprehensive benefit package that includes medical, dental, and vision insurance along with life and disability benefits.  We also have a 401(k) plan, paid holidays and Paid Time Off (PTO). 
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