InteLogix · 3 weeks ago
Senior Director, Operations
United States
Full-time
Remote
Director/Executive
$110K/yr - $140K/yr
5+ years expInteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. As the Senior Director of Operations, you will ensure the efficient operation of both virtual and brick-and-mortar centers across the US, achieving corporate and client goals and objectives.
ConsultingCustomer ServiceInformation Technology
No H1B
Responsibilities
Understand our unique offerings, and how those can solve for specific business challenges and bring incremental value to your relationships
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
Accountable for staffing, work assignments, budget projection and expense management
Accountable for P&L for regional oversight as a whole, to the gross margin level
Meets client KPI’s for designated region consistently
Ensure proper staffing is in place to meet client objectives, in partnership with the workforce management team
Oversee all relevant projects; supervises efforts to exceed InteLogix/client goals and objectives; coordinate plans of corrective action on problems identified by client
Monitor all administrative functions
Oversight of brick and mortar, and virtual working environments internationally
Supervise subordinate management in weekly coaching reviews of each employee to ensure correction of deficiencies and to determine each employee’s progress
Recommend salary increases and other changes in employee status to leadership, in conjunction with input from subordinate Managers
Work closely with the Management team to coordinate effective operations in all areas of the Center
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
Be responsible for establishing/maintaining a professional work environment
Adhere to Company attendance, punctuality, and meal and rest break requirements
Maintain concentration and focus in order to meet performance goals
React positively to an ongoing, changing environment
Demonstrate the ability to handle pressure when attempting to meet deadlines and 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
Demonstrable ability to communicate, present and influence stakeholders including C-level
Perform additional duties as required by management from time to time
Qualification
Required
Bachelor's degree in management, finance, or accounting or 5+ years in call center management is required as a prerequisite for this role
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
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)
The ability to develop a strategic account plan
Bridge planning background
P&L management background
Client relationship management background
International operational ownership background
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 will primarily work from home requiring the ability to self-manage and prioritize their workload. The employee's home office environment must be conducive to professional participation in online meetings with an internet connection supporting both audio and video. Employees may be required to work near others during regular site visits, client visits, client performance reviews, and conferences/offsite meetings
Preferred
Experience working directly for a BPO is strongly preferred
Previous experience in managing/documenting SOP's preferred
Company
InteLogix
InteLogix is a provider of integrated solutions, utilizing state-of-the-art technology to provide outstanding customer experiences.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Dennis Mara
Chief Financial Officer
Brad Batig
Chief Compliance Officer & General Counsel
Recent News
2025-05-01
Company data provided by crunchbase