Transitions Director (Operations)

Full Job Description

• Responsible for the successful operation of a customer contact management site.
• Launching of new campaigns, transitioning new logos and handling critical programs
• Manages both human and material resources.
• Supports Foundever and clients in achieving service, quality and contribution goals.
• Demonstrates sound fiscal management in achieving profitability goals.
• Responsible for operating systems, policies and procedures within the site (including development, implementation and continual improvement of processes) to best achieve overall business goals.
• Responsible for leading process improvement efforts within the facility.
• Provides leadership and management to associates.
• Strives to achieve overall associate satisfaction.
• Provides development opportunities for the site management team.
• Ensures that appropriate training and development is offered to supervisors.
• Working with peers, serves as an effective business partner to multi-site clients.
• Supports the broader business line and corporate units to achieve goals.
• Represents Foundever as a leading business presence through local community involvement.

QUALIFICATIONS:

• 7-9 years of industry-related experience, including 2-4 years of contact center managerial experience or 10+ years of professional-level business management experience, including 2-4 years managerial experience.
• 4-year college degree or equivalent directly related work experience
• Experience in launching new campaigns, transitioning new logos and handling critical programs
• Demonstrated strong fiscal management skills in a P&L environment.
• Excellent leadership and interpersonal skills.
• Excellent verbal and written communication skills.
• Demonstrated strong facilitation and presentation skills.
• Demonstrated strong project management and planning skills in order to successfully manage multiple simultaneous projects.
• Demonstrated strong ability to analyze processes, enact change and think operationally and strategically to achieve business goals.
• Demonstrated ability to manage large groups of people (100+) in a site environment and to work effectively as a business partner within a larger client framework.
• Demonstrated ability to successfully manage excellent customer/client relationships

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