Shshshree HR Solution
Location
Hyderabad | India
Job 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
Job tags
Salary
Rs 15 - 28 lakhs p.a.
