Sutherland Global Services

Operations Director

5 days ago
Job ID
2017-32312
Category
Service Delivery Leadership - Leadership Support
BG-Sofia Bulgaria

Overview

To develop, implement and manage operational objectives for the client’s Operations in Sofia, including geographical and language based strategy for all activity in line with the overall client’s business strategy. To ensure the Centre delivers optimized revenue generation and consistently high levels of service quality in all its diversified activities within budget.

  • People focus first; help keep the team excited to be here and work with each other
  • Sales orientated, know what the goals are and how to focus on achieving them
  • Support the development of the team; help each of your team to choose their career path

Empower a “can do culture without fear”

Responsibilities

Operations Director in this role get to:

  • Develop, implement and manage operational objectives including geographical and language based strategy for voice, e-mail and any other shared service activity in line with the overall business strategy; to deliver appropriate service to the client’s customers and drive improvements in overall service levels, transactional efficiencies and cost management.  
  • Establish clear roles, directions, responsibilities, performance requirements and targets for all operational employees; to deliver against key performance indicators (KPIs) such as sales, conversion rates, etc. and ensure that these are communicated and understood by all team members.
  • Manage departmental operations and ensure weekly, monthly, quarterly reviews take place with all internal stakeholders for the purpose of delivering against contracted service levels, monitoring performance, pro-active communication, problem resolution and strengthening relationships.
  • Drive high levels of performance, goal attainment and service quality through well-defined and benchmarked sales and service quality metrics; Ensure regular and meaningful reporting and analysis is available, quality audits are regularly conducted, and trends in service delivery are identified and acted upon. Ensure that employees are provided with the necessary tools and guidance to deliver against targets e (e.g. up-to-date information, equipment, feedback, coaching and training).
  • Ensure the department is staffed to optimum level and within the headcount threshold to achieve targets; lead and nurture a team of 300+ multi-cultural people to ensure they are engaged and motivated.
  • Continuously research for improving process, technologies and tools, identify possible technological enhancements.
  • Ensure adherence to company regulatory requirements such as data protection, data privacy etc. and ensure full adherence from team.
  • Perform other lawful tasks delegated by the management

Qualifications

  • Bachelor Degree

Minimum 8 years of relevant work experience acquired in operations, of which at least 5 years must be in a senior level management role managing at least 300+ employees, Proven ability in managing a multi-cultural workforce is desirable in the areas of enterprise, sales, billing and technical support

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