Intelogix

Senior Director, Operations

USA, Remote · Director · Contract

Sponsorship not specified$110k-$140kDetected 2 days ago

ReactRESTAccountingPerformance ManagementLeadershipCommunicationTime ManagementMentoringPublic Speaking

About the role

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences.
We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
As the Senior Director of Operations, you will ensure the efficient operation of both virtual, and brick and mortar centers across the US, nearshore/offshore locations for a client portfolio, and achieve corporate and client goals and objectives.

Own tracking, optimization, and thought leadership actions surrounding customer feedback and disseminating business insight cross-functionally.
Build and maintain a capable and well-trained staff of employees
Maintain good client relations; reports area of concern regarding client relations to the VP.
Develop future talent for region by creating robust leadership development SOP's in partnership with the full Operations and Training teams
Outline and maintains SOP's for the CX Operations Organization.
Maintain concentration and focus in order to meet performance goals
Maintain good working relationship with assigned supervisors and coworkers
Serve as a trusted partner and consultant to our clients, helping them achieve mutually identified business outcomes through added solutions/services.
Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers.

Ability to coach team members to consistently meet performance objectives
Ability to travel up to 50% of the time as needed
Experience managing large teams (1200+ FTE)
Effective time management skills working remotely and the ability to work collaboratively across all levels of the organization
Experience in making decisions based on business metrics
Employees must be able to type accurately, use a mouse effectively, and have a basic understanding of Windows-based operating systems.
Thorough knowledge of Microsoft products
Employees may be required to work near others during regular site visits, client visits, client performance reviews, and conferences/offsite meetings.
Perform additional duties as required by management from time to time
Bachelor's degree in management, finance, or accounting or 5+ years in call center management is required as a prerequisite for this role. Previous experience in managing/documenting SOP's preferred.
Strong skills in verbal and written communication
Leadership development background, including managing an end to end process for bench strength planning
SOP ownership/deployment background
The ability to develop a strategic account plan
Bridge planning background
P&L management background
Client relationship management background
International operational ownership background

Bachelor's degree in management, finance, or accounting or 5+ years in call center management is required as a prerequisite for this role.
Previous experience in managing/documenting SOP's preferred.

$110,000 - $140,000 per year plus MIP potential
Recommend salary increases and other changes in employee status to leadership, in conjunction with input from subordinate Managers.

You will have direct reports in this capacity and will be responsible for the success of their client and site portfolios.
Key performance indicators in this role may include client KPI attainment, employee attrition, profit and loss, client presentations, client relationship success, and other duties as assigned.

This listing is sourced directly from Intelogix's careers page and normalized into a canonical job model.