Operations Director

4 weeks ago


Omaha, Nebraska, United States North End Teleservices, LLC Full time
Job Summary

We are seeking a highly skilled Operations Director to join our team at North End Teleservices, LLC. As a key member of our leadership team, you will be responsible for managing first-line supervisors and ensuring the success of internal and external customers.

Key Responsibilities
  • Provide leadership and management to associates, ensuring they have the necessary skills and knowledge to excel in their roles.
  • Develop and implement strategies to improve operations, including new and unique ways to enhance customer experience and drive business growth.
  • Manage multiple teams for one or more clients, ensuring seamless communication and collaboration.
  • Conduct regular performance reviews, disciplinary meetings, and termination recommendations, as needed.
  • Develop and manage client portfolios, ensuring strong relationships and maximizing value.
  • Analyze customer data to improve customer experience and identify areas for process improvement.
  • Improve onboarding processes and evaluate and improve communication infrastructure.
  • Mediate between clients and the organization, ensuring effective communication and resolution of issues.
  • Handle and resolve customer requests and complaints, minimizing customer churn.
Requirements
  • High school diploma or equivalent.
  • Must be able to pass English grammar and sentence structure competency.
  • General education diploma, some college desirable.
  • Strong coaching ability and leadership qualities.
  • Excellent communication and people skills.
  • High computer literacy and ability to learn new software.
  • Knowledge of customer success processes and experience in document creation.
  • Patient and active listener with a passion for service.
What We Offer
  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • A chance to make a real difference in the lives of our customers.


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