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Director of Operations
2 months ago
Job Description
Job Description
Job Title: Director of Operations
Department: Trade Support
Reports To: Chief Executive Officer
Location: Bradenton, Corporate Office
Job Summary:
The Director of Operations will be responsible for the leadership of Call Center, Dispatch and Permitting Teams. Reporting to the Chief Executive Officer, this Director Level position is a key member of the Leadership Team, responsible for driving high levels of Sales and Service effectiveness through the Service Minds organization.
Key Challenges
* Navigating Growth: The foremost challenge lies in managing and sustaining growth initiatives effectively.
* Diverse Growth Plans: Balancing between two distinct growth strategies: organic expansion of call center operations and dispatch services.
* Scaling Complexities: Expanding operations through additional branch establishments presents unique hurdles that demand careful management.
* Efficiency Maximization: Striving to extract maximum efficiency from existing teams to fuel further organic growth.
* Scaling Model Development: Developing a scalable model to accommodate location growth projections from 39 to 80+ branches within the next few years.
* Compensation Plan Evaluation: Reviewing and adjusting compensation plans for dispatch, call center, and permitting teams to align with growth objectives.
* Creating Scalable Functions: Identifying opportunities to establish functions within the organization that can infinitely scale to support ongoing expansion efforts.
Experience Required:
* In depth understanding of various call types such as PPL, Angie's List, marketing dispositions, and corresponding service levels, and must remain committed to each.
* 7-10 years experienced in sales, call center management, dispatch with understanding of operations is essential, knowledge of permitting process preferred.
* Strongly prefer experience handling high call volumes in a multi-schedule operation.
* Possess deep expertise in dispatching, optimizing schedules for success, and maximizing sales opportunities.
* Experience managing a multi-layered workforce of 75 to 80 individuals in both workforce dispatch and call center roles.
* Ability to utilize data and analytics to measure performance, synthesize insights, and take appropriate actions based on data.
* Understanding of call statistics and strategies to mitigate challenges.
* Understanding of prioritize operational efficiency without excessively emphasizing experience.
* Experienced with Key focus on compensation and rewards, ensuring incentives drive desired behaviors effectively.
* Demonstrated experience delivery improved profit and loss results.
* Experience in both call point and service titan is crucial
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