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    Ass. Director Operations Support - Hyderabad, India - Shshshree HR Solution

    Shshshree HR Solution
    Shshshree HR Solution Hyderabad, India

    5 days ago

    Default job background
    Full time
    Description

    OPS SUPPORT Job Description

    About The Job

    The Associate Director of Operations Support & Implementations will serve as a key pillar in driving

    the team to meeting department goals. We are looking for a leader who has the vision, experience,

    and passion to contribute to our culture and deliver extraordinary results for our clients. The

    incumbent will maximize efficiency and productivity through extensive process analysis and

    interdepartmental collaboration.

    As Associate Director of Operations Support & Implementations, You Will

    Develop, implement, and monitor day-to-day operational systems and processes that provide

    visibility into goals, progress, and obstacles for our key initiatives

    Build, review, and modify interdepartmental processes within the geography of support

    Implement governance and compliance measures on projects and processes rolled out within

    the geography of support

    Partner with the Fraud and Risk team to review FMEA process per program

    Actively manage mid to large size client implementations from initiation to close, including:

    Coordination with Recruiting, Training, ABAY, Technology, Operations, and Facilities to

    ensure successful launch of new programs or improved operations of existing programs

    Thorough communication to all departments

    Create detailed project plans and updates

    Escalate issues as appropriate to achieve goals

    Clear and concise expectation setting

    Follow up on open items

    Gain buy in from all involved parties

    Find and deliver out of the box solutions as needed

    Provide constant, professional, and focused communication with clients

    Build strong relationships with clients (and internally) based on trust, transparency, and

    competence

    Monitor contractual and financial requirements to ensure success in accomplishing metrics,

    goals, and objectives

    Establish work methods for the client implementations team services and manage projects

    appropriately on a day to day basis

    Partner with Operations Leadership in identifying and recommending opportunities and

    solutions to formalize processes and procedures related to systems knowledge, contact center

    operating procedures, operations standards, technology platforms, client support, and product

    knowledge

    Ensure consistency, quality, and timeliness of deliverables for assigned projects

    Develop employees in alignment of our values and mission

    Effectively manage individual work streams and communicate recommendations to the client

    Requirements

    As Associate Director of Operations Support & Implementations, You Have

    Some post-secondary or completion of post-secondary schooling (preferred)

    A minimum of 12 to15 years experience in the contact center industry

    At least 7-10 years of experience in contact center leadership, including cross-functional

    teams/groups.

    Experience in client relationship management and front-line supervisor development

    Experience with workforce management, training, and quality (is an asset)

    Exceptional and effective communication skills (oral and written) with an approach that builds

    and nurtures strong and lasting relationships

    A detail-oriented team player attitude with creative problem-solving and project management

    skills

    Ability to work both independently and in a team setting within a fast-paced, entrepreneurial

    environment

    Exceptional time management, organizational, and prioritization skills to complete work in a

    timely manner

    Ability to effectively present information to groups of managers, clients, and customers

    Ability to implement change and innovation

    Ability to communicate and influence at various levels within the organization

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