Job Title: Associate Director, Operations Job Description The Associate Director, Operations is responsible for operational, financial, and program performance at the site. To accomplish this goal, they will lead the operations team, manage in a matrix environment with all line of business, and collaborate with the regional and global management. In addition, the Associate Director, Operations is responsible for achieving balanced results in the following areas: Performance, Talent Development, Collaboration, and Culture **Job Responsibilities:** Responsible for the development and execution of the site’s financial plan and its results. Effectively manage the operational levers that impact financial performance such as attendance, average hourly rate, billing yield, headcount, and attrition in order to optimize revenue. Effectively manage labor pool to ensure alignment with projected revenue and demand Partner with support units (HR, Workforce Management, Quality, Training, etc.) to evaluate process improvement opportunities, training needs, talent calibration/management, onboarding, and succession planning Create, implement and follow up on corporate strategic plan and objectives to comply with business’ needs Partner with Client and Business Unit to drive real and competitive value to our clients’ Talent Development Mentor and coach all professional-level personnel within aligned programs Direct, motivate, and lead a team of managers dedicated to providing operational excellence for our clients Establish and clearly communicate strategy to management team and provide feedback regarding operations Oversee all functional areas to ensure optimization of resources, Service Level Agreement Reporting, and the Performance Management process Partner with Client Services to drive performance and client satisfaction, enhance business, and examine new growth opportunities for program health Collaborate with leadership to develop both short and long-term business strategies for the site Drive the Rewards/Recognition programs and provide leadership for the site in community relations - establish the site as an Employer of Choice Establish and drive departmental strategy to management team; provide feedback regarding tactical operations for department including budgeting, goal-setting, and managing performance Follow organization’s policies and applicable legal requirements Determine and implement appropriate staffing and customer interaction guidelines for work team(s) **Requirements:** + College degree in related field with 5+ years’ related experience + Experience or Certification as Lean Six Sigma or COPC + Experience as a Manager o Sr Manager in Contact Center, having managed over 500 advisors + Advanced English proficiency + Proficiency with Microsoft Office required + Prior experience with outsourcing is preferred + Understanding of financial policies and budgetary requirements, including forecasting + Excellent interpersonal skills and the ability to influence and collaborate + Strong business acumen; proven analytical and process improvement skills + Possess excellent leadership, organizational, time management, judgment, and decision-making skills + Strong work ethic and motivational skills **Additional Skills:** + Performance Management + Staffing + Management Proficiency + Coordination + Coaching + Developing Standards + Financial Planning and Strategy + Process Improvement + Decision Making + Strategic Planning & Thinking + Quality Management Location: MEX Mexico City Downtown Insurgentes Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**