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Director of Operations

2 months ago

Tampa, United States Wipro Digital Operations and Platforms Full time

Title: Service Delivery Leader (Director of Call Center Operations)

Location: Tampa FL


We are seeking an experienced and strategic Director of Call Center Operations (Service Delivery Leader) to oversee and manage multinational call center operations. The ideal candidate will have a proven track record of successfully leading and coordinating call center teams in different geographical locations, driving operational excellence, and ensuring a seamless customer experience.


Key Responsibilities:

  • Develop and implement strategic plans to achieve call center objectives and KPIs across multiple countries.
  • Lead and mentor a team of call center managers and supervisors in various locations to ensure high performance and employee engagement.
  • Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction on a global scale.
  • Collaborate with cross-functional teams to optimize processes and systems to support call center operations in different countries.
  • Analyze call center metrics and performance data across multiple locations to identify trends and areas for improvement.
  • Establish and maintain strong relationships with key stakeholders in each country, including clients and internal departments.
  • Ensure compliance with industry regulations and company policies in all countries of operation.


Qualifications:

  • Bachelor's degree in Business Administration, Management, or a related field, or equivalent experience. A Master's degree is preferred.
  • Proven experience in a senior leadership role within a multinational call center environment, managing teams across different countries.
  • Strong understanding of call center operations, technology, and best practices in a multinational context.
  • Excellent communication, negotiation, and conflict resolution skills with the ability to work effectively across cultures and time zones.
  • Ability to make data-driven decisions and drive results through effective leadership in a multinational setting.
  • Demonstrated experience in managing large multinational teams and driving a culture of continuous improvement across diverse locations.
  • Proficiency in using call center software and CRM systems to support multinational operations.


Required Competencies

  • Accountability - Ability to accept responsibility and account for his/her actions.
  • Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
  • Analytical Skills - Ability to use thinking and reasoning to solve a problem.
  • Autonomy - Ability to work independently with minimal supervision.
  • Business Acumen - Ability to grasp and understand business concepts and issues.
  • Communication, Oral - Ability to communicate effectively with others using the spoken word.
  • Communication, Written - Ability to communicate in writing clearly and concisely.
  • Creative - Ability to think in such a way as to produce a new concept or idea.
  • Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
  • Decision Making - Ability to make critical decisions while following company procedures.
  • Detail Oriented - Ability to pay attention to the minute details of a project or task.
  • Interpersonal - Ability to get along well with a variety of personalities and individuals.
  • Organized - Possessing the trait of being organized or following a systematic method of performing a task.
  • Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
  • Research Skills - Ability to design and conduct a systematic, objective, and critical investigation.
  • Self- Motivated - Ability to be internally inspired to perform a task to the best of one’s ability using their own drive or initiative.
  • Working Under Pressure - Ability to complete assigned tasks under stressful situations.