JOB SUMMARY

The Director of Operations is responsible for the developmen, implementation and management of the entire contact centre operation team comprising of Standard Services, Creative and Preferred Services and Workforce management.  The Director will oversee the provision of business solutions that contribute to improving the overall quality, effectiveness and efficiency of the call centre.  The Director will be responsible for establishing, implementing and setting controls around processes, instilling best practices, goal-setting and exemplifying key leadership traits.  This position will report directly to the General Manager and will serve as a member of the executive team.

 QUALIFICATION AND EXPERIENCE

The ideal candidate possesses an advanced degree, preferabley an operations management related major and at least 8 years of management experience in an environment that leverages world class operations systems.  The candidate would ideally have a minimum of 5 years leading over 100 persons in a multi-systems.  The candidate would ideally have a minimum of 5 years leading over 100 persons in a multi-channel, high volume Contact Center.  He/she would have participated in setting strategic objectives at the company and/or departmental level, with experience in translating these objectives into action items for their team.  The candidate will have demonstrable expertise and experience in people management, with an emphasis on managing multiple teams in a constantly changing environment.