Careers at Sagility

The role of a Director Operations is to drive the overall business culture and operations of the department, including development, guidance and direction of the Call Center and Support Staff. An experienced and well rounded “hands on” leader with a focus on driving optimal performance, P&L, client relationships, and continuous improvement initiatives. Must be self directed, data oriented and able to deliver consistently on key performance metrics in a complex environment.Director of Operations

Education:

• BA/BS in Business Administration or related field or equivalent required

Experience:

• 5+ years experience in customer service, call center or related field, including directing multiple sites and clients. Healthcare Industry experience required.

Mandatory Skills:

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

• Excellent presentation and client interaction skills.

• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

• Ability to improve and/or transform teams processes across functions within the organization.

• Capacity to operate in a complex, global environment with ease and fluidity, while driving and influencing results.

• Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management.

• Strong operational and financial acumen, executive presence, and the ability to lead multiple locations.

• Strong business acumen with a broad understanding of fundamental business principles.

• Exhibit relevant and consistent leadership behaviors in team management, client communications and internal interactions with teams, peers and senior management. Work effectively across a global matrix organization.

• Effective leadership and people management skills, with a focus on developing diverse, high performing teams and fostering an inclusive culture that is collaborative and inquisitive.

• Ability to solve problems using creativity, critical thinking, decisiveness, and leadership.

• Advanced customer focus and customer service skills.

• Sufficient schedule flexibility commitment to support a 24/7 Global company.

• Experience and willingness to delve into all levels of detail needed to accomplish the business goals.

• Strong fiscal acumen with financial modelling & budgeting experience.                                                                                     

Roles & Responsibilities:

• Review and manage balanced scorecard and key performance indicators, regularly focusing on long term objectives to ensure Client and Organization goals are continually met.

• Develop long term plan to enhance performance of programs. This includes areas such as Force Management, Training, quality, staffing and/or program initiatives.

• Effectively manage in a fast paced call center environment with multiple teams.

• Lead cross-functional activities and communication to further partnership between organization and assigned clients.

• Participate in cross-functional teams including IT, WFM, Client Services, Implementation, Change Management, and other support departments.

• Use a systematic approach to identifying improvement opportunities, root-cause analysis, recommending solutions, and implementing process improvements in accordance with client/company policies and practices.

• Responsible for leading, providing professional development, and evaluating direct reports.

• Provide clients with contact center consulting services in relationship to benchmark data relative to forecasting, staffing, quality assurance, training, call center technology, etc.

• Prepare, deliver, and facilitate both client and internal business presentations and meetings.

• Promote teamwork and cooperative effort. 

• Help train and provide guidance to other employees within the organization.

• Maintain a clean, safe, and unobstructed work area, and practice good safety habits.

• Ensure both internal and external customers are provided with the highest quality service.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.  

Work@Home USAUnited States of America