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

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