Found Description
Overview
We are seeking an experienced Director of Operations to lead and oversee contact center operations across multiple programs and teams. This onsite role is responsible for driving service delivery excellence, achieving client satisfaction, and ensuring operational efficiency and profitability.
Key Responsibilities
- Lead and manage end-to-end contact center operation s across multiple accounts and programs
- Drive performance against KPIs, SLAs, CSAT, Quality, Productivity, and Cost targets
- Develop and execute strategic initiative s to enhance operational efficiency and service delivery
- Oversee workforce management, training, quality assurance, and staffing strategies
- Build and maintain strong client relationship s, ensuring retention and account growth
- Analyze performance trends and conduct root cause analysi s to identify improve...