Director of Operations

4 weeks ago


Arlington, Virginia, United States Customer_Military & Government Full time
Job Summary

As the Director of Operations, you will be responsible for leading the overall leadership and operations of the contact center and associated branch locations. You will be responsible for delivering the ultimate customer experience through engagement and empowerment in work with colleagues and staff.

Key Responsibilities

Provide leadership to M&G branch locations, contact center and virtual employees
Partner with workforce management to maintain appropriate staffing levels
Ensure CWT's service quality and productivity requirements are being met within the contact centers and branch locations
Develop strong partnerships across other contact centers and Centers of Excellence (HR, Finance, Workforce, Sales, Program Management, etc) to drive execution of strategic initiatives

Requirements

10+ years experience managing leaders in a contact center or Branch location
4 year degree in operations, business, or a related field (preferred)
Working knowledge of telecommunications and IT
Personnel responsibilities equivalent to five to seven years in sales/travel
Industry management positions
Experience with P & L accountability
Strong knowledge and experience in marketing and commercial sales
Solicitation
Strong oral and written communication skills, as well as a strong technical and analytical aptitude
Multiple years of strong leadership skills
High Degree of Emotional Intelligence
Strong Critical Thinking abilities
Proven ability to lead large teams through change and driving employee engagement
Excellent knowledge of Operations and organizing work.
Ability to travel up to 25% of the time
Position has budget accountability.
Strong leadership and inter-personal skills.
Ability to cultivate an environment of Continual Improvement
Work in an office environment using a computer for a significant amount of time.
Ability to travel frequently
Must sit in larger CWTSatoTravel Contact Center location – San Antonio, DC.

About Us

CWT is a global company that feels like a small employer, where I'm valued and not just a number. I have had so many opportunities and there is still room to grow.

What We Offer

Strong leadership and inter-personal skills.
Ability to cultivate an environment of Continual Improvement
Work in an office environment using a computer for a significant amount of time.
Ability to travel frequently
Must sit in larger CWTSatoTravel Contact Center location – San Antonio, DC.

How to Apply

Please submit your application to the contact center leadership team. We look forward to hearing from you
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