Confidential Company · 1 day ago
Director of Call Center Operations
Shreveport, LA
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expConfidential Company is seeking a Director of Call Center Operations to oversee the day-to-day performance and strategic execution of their operating group. This role involves ensuring operational excellence, client satisfaction, employee development, and financial accountability while collaborating closely with clients and executive leadership.
Staffing & Recruiting
Responsibilities
Serve as a hands-on leader and integral member of the management team, delivering value-added services to client organizations
Collaborate cross-functionally with Operations, Sales, IT, and Corporate teams to meet client needs and execute key initiatives
Manage multiple projects and adapt to varied work situations in a fast-paced environment
Apply performance improvement tools and process optimization techniques to enhance efficiency and effectiveness
Act as the primary client interface, fostering strong partnerships and maintaining top-tier performance and satisfaction levels
Provide clear direction and leadership to managers and staff, ensuring projects are completed on time, within budget, and to the highest quality standards
Drive customer satisfaction through proactive communication and continuous service improvement
Oversee operational teams to ensure accuracy, timeliness, and compliance in tactical execution
Lead all aspects of people management, including hiring, training, coaching, performance management, and career development
Manage compensation adjustments, promotions, and other personnel actions in alignment with company guidelines
Support organizational goals through additional projects and responsibilities as assigned
Qualification
Required
Bachelor's degree in Business, Operations Management, or a related field (MBA preferred), or 5+ years of relevant experience in lieu of a degree
Minimum 5 years of experience managing financial call centers
Minimum 5 years of vendor management experience within an outsourcing or BPO environment
Minimum 3 years of management experience supervising exempt-level personnel
Proven success leading BPO call center operations (inbound and outbound)
Strong change management and process improvement skills
Demonstrated ability to collaborate effectively with both technical and operational teams
Excellent leadership, communication, and organizational skills, with a record of delivering measurable results
Proficiency in Microsoft Excel, Word, PowerPoint, and related business applications
Flexibility to adapt to changing client demands and evolving business needs
Company
Confidential Company
Confidencial 🔒
Founded in 2010São Paulo, São Paulo, BR
10001+ employeesFunding
Current Stage
Late StageCompany data provided by crunchbase