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  • Fort Collins, CO

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Qualfon • Fort Collins, CO

Posted 17 days ago

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General Business

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Job Description

Job Summary

This description goes for the Group 01 Operations Director.

1. Staff Management

  • Ensures overall wellbeing of people, finance, operations, administration, Foundation and Client Care
  • Staff meetings
  • Provide leadership and management training, leading towards the vision necessary to ensure the success of the business every day,
  • One-on-one Counseling Sessions
  • Labor compliance of the operative group.
  • Ensure operation expectations satisfaction.

2. Operations goals and Client Satisfaction achievement

  • Identifies Operational efficiencies.
  • Ensures Operational KPI’s, SOW and MSA’s are complied.
  • Ensures Qualfon Operational standards of QGBM to meet clients’ needs.
  • Ensures that managers and supervisors to have the necessary tools to provide quality service and achieve goals.
  • Make recommendations and implement new QA processes or procedures based on these findings.

3.  Meets and exceeds  Financial results:  Revenue and EBIT 

  • Participates and explain the financial reports with full knowledge, once a month.
  • Ensures daily productivity of the campaigns.
  • Controls operating expenses, administrative review and control of cash flow (petty cash), weekly.
  • Responsible for cost control and expansion investment, as well as compliance with procurement policy according to each project.
  • Ensures compliance with the annual audit report, as well as internal controls on a quarterly basis.
  • Understands and Maximizes impact on financial performance of the customer operations department.

4. Ensures budgeting results.

  • Ensures company policies and procedures are applied to ensure budget management.
  • Manages the elaboration and control of local operations budget.
  • Controlling operating expenses
  • Monitoring payroll correspondence with authorized budget.

5. Operations Staffing

  • Ensures goals of staffing are met according to:
    • Client Requirements
    • Attrition
    • New Project
    • Peak seasons

6. Identifies New Business Opportunities.

  • Contributes to presentations for new business opportunities.
  • Leads the "Marketing intelligence" of the group in charge leaning specialty areas
  • Supports  Sales / Client relations team when required

7. Adheres to all Human Development needs.

  • Supports HDD initiatives and projects.
  • Identifies and monitors Human Resources indicators
  • Employees’ conflict resolutions
  • Drives performance
  • FGD (Focus Group Discussions)
  • Development trainings

8. REPORTS: Daily, Weekly and Monthly Reports

  • Analyzes statistical reports and other documentations to identify trends and implement enhancements to overall performance
  • Makes recommendations and implement new processes or procedures based on these findings
  • Ensures accuracy of the reports.
  • Reviews data given by clients to guarantee its reliability.
  • Promptly sends disputes to correct the reports provided by the client.

9. Ensures Employee Satisfaction and Retention

Area of expertise (Skills)

Experience of mininmum 4 years managing +1500 FTE's in Call Center industry. 

Other Skills and Experiences (Min)

Leadership Training, Six Sigma, Leading Management


Bachelor Degree

Job ID: 2250
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