Director of Operations

2 hours ago

Wichita Falls, Texas, United States Mass Markets Full time
Job Title: Director of Operations

Mass Markets is seeking a highly skilled and experienced Director of Operations to lead our business process outsourcing and software development organization. As a key member of our team, you will be responsible for managing and developing supervisors and operational management associated with day-to-day contact center operations.

Key Responsibilities:
  • Develop and implement operational strategy to ensure performance, culture, and contact center controls and processes are aligned with corporate and client objectives.
  • Manage sales supervisors, oversee quality, production, and hours, and assist with implementation of strategic sales plans.
  • Direct sales forecasting activities, set performance goals and objectives, and review and provide guidelines and best practices for maintaining a competitive edge.
  • Analyze and respond to changing market conditions, including competitive benchmarking, and analyze trends to produce statistical reports on individual performance and sales trends.
  • Provide team motivation and development to maximize sales opportunities and be responsible for the overall performance and productivity of supervisors.
  • Responsible for weekly payroll review and submission to ensure correct entries, building management of all building maintenance, and responsible for the physical security of the building.
Requirements:
  • Associate degree and/or relevant work experience.
  • Exceptional interpersonal and communication skills.
  • Strong supervisory experience, including staff development.
  • Working knowledge of Microsoft Office, including Outlook, Excel, Word, and PowerPoint.
  • Demonstrated ability to drive sales through the actions of others.
  • Understanding of call center tools and technology used to manage KPIs and SLAs.
  • Possess effective conflict resolution skills, both customer and agent conflict.
  • Possess time management, planning, organizational, and multi-tasking skills.
  • Ability to learn new products and systems.
  • Ability to work in a professional fast-paced environment.
About Mass Markets:

Mass Markets is a leading provider of business process outsourcing and software development services. We help our clients take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.

We are committed to a high octane, fun, and collaborative work environment, and we are seeking a talented and experienced Director of Operations to join our team.

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