102 applicants

Company

Original Job Post

Afni, Inc. · 4 days ago

Work at Home (WAH) Operations Director

Illinois, United States

Full-time

Remote

Director

10+ years exp

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Responsibilities

Be aligned with Afni Core Values. Provide engaging, balanced, and proactive leadership for remote teams of managers and coaches.

Drive internal and client quality / sales performance results by analyzing data, drilling to root causes, and implementing effective improvement plans as necessary.

Build strong professional and trusting relationships with clients and internal business partners. Maintain open lines of communication, be responsive, accepting of feedback, and self-empowered to share ideas and craft solutions.

Assemble and present business reviews for internal stakeholders and clients as necessary. Have a deep understanding of the material being presented.

Actively manage the budget by ensuring staffing levels are maintained, costs controlled, and resources redistributed as needed.

Track individual performance and ensure timely delivery of annual performance appraisals at all levels.

Will be part of a strategic leadership team focused on continuous improvement of our WAH model. Based on prior experiences will share best practices, new ideas, and solutions to streamline our WAH operations.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

BPO operationsContact center managementBudget managementP/L experienceMicrosoft Office proficiencyChange managementProblem-solvingLeadershipInterpersonalCommunicationPlanningAdaptabilityTeamworkBilingual Spanish

Required

10 years of successful BPO contact center operations experience with a minimum of 5 years leading remote operations teams.

Possess thorough understanding of all contact center channels, voice, chat, social media, and associated technologies.

A passion for managing service, cross-sell, and up-sell programs requiring a high degree of customer engagement quality.

Strategically minded and able to create a consultative and solution-minded environment. Strong leadership and interpersonal skills as well as exemplary oral and written communication skills.

Demonstrated budgetary and P/L experience. Strong organizational and planning skills along. Ability to analyze and report operational results and develop action plans to close any performance gaps.

Demonstrated proficiency with Microsoft Office. Ability to learn and understand complex processes and systems.

Adept to managing change and challenges while maintaining composure to facilitate a positive teamwork culture.

Preferred

Bilingual Spanish a plus.

Benefits

Annual bonus

Great benefits

Company

Afni, Inc.

Glassdoor

3.5

When people reach for their phones, use laptops, or grab their tablets, Afni's contact center teams are there to provide prompt and friendly help.

Founded in 1936

Bloomington, Illinois, USA

10,001+ employees

http://afni.com

H1B Sponsorship

Afni, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Trends of Total Sponsorships

2023 (2)

2022 (4)

2021 (3)

2020 (3)