Director of Operations - Contact Center (1 Position)

Job Description:

  • Works with direct reports to put sustainable work processes and systems in place that support the execution of the strategy.
  • Identifies key drivers of business success and keeps operational leadership focused on the critical few to achieve results; ensures integration of departmental goals in game plans.  Makes and executes the necessary decisions to keep the campus moving forward toward achievement of goals.
  • Champions change, business initiatives are implemented and communicates follow-up actions to team as necessary.
  • Introduces ideas to leadership team to enable company to remain competitive.
  • Assures that direct reports maintain a current knowledge of all policies, procedures, system enhancements.
  • Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.
  • Delivers consistent focus and continual assessment of operational opportunities and workforce.
  • Acts as the Director on Call, providing support to the Manager on Duty 24 hours a day, seven days a week.
  • Coordinates, delegates, and facilitates a variety of long term projects and committees.
  • Compiles and delivers annual reviews to direct reports.
  • Champions service strategies for each i2c customer the campus is servicing.
  • Fosters associate commitment to providing excellent service, participates in daily/weekly department meetings, and models desired service behaviors in all interactions with guests and associates.
  • Demonstrates and communicates key drivers of customer satisfaction and advocacy.
  • Resolve customer complaints and ensure that follow-up action steps are taken if necessary.
  • Review survey scores and associate QA sessions and provide feedback to individuals and/or managers; continuously strives to improve service performance.   Identify need areas and recommend training strategies to maximize guest satisfaction.
  • Demonstrates and communicates key drivers of customer satisfaction and advocacy.
  • Resolve customer complaints and ensure that follow-up action steps are taken if necessary.
  • Review survey scores and associate QA sessions and provide feedback to individuals and/or managers; continuously strives to improve service performance. Identify need areas and recommend training strategies to maximize guest satisfaction.
  • Analyzes service issues and identifies trends. Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
  • Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
  • Hires Managers of Customer Service Representatives who demonstrate strong functional expertise, creativity, and team motivation/leadership skills to meet the business needs of the operation.
  • Provides training to new Manager of Customer Service Representatives, and ongoing mentoring to exempt and support staff.
  • Creates appropriate development plans and develops team members based on their individual strengths, development needs, career aspirations and abilities.  Ensures that all Managers of Customer Service Representatives do the same with their team members.
  • Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance; coaches team by providing specific feedback to improve performance.  Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
  • Ensures service, technical skills, and leadership training occurs throughout the department to support successful daily operations.
  • Establishes and maintains open, collaborative relationships with direct reports and entire CSR operations team; ensures direct reports do the same for their team.
  • Actively solicits associate feedback, utilizes an “open door policy” and reviews associate satisfaction results to identify and address associate problems or concerns.  Ensures associates are treated fairly and equitably, brings issues to the attention of Human Resources as necessary.
  • Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across all CSR operational areas.
  • Ensures operations departments participate in community service events sponsored by i2c to build teamwork and enhance community relationships (e.g., Community Clean-up Day, visits to senior citizens homes and homeless shelters).
  • Maintains staffing accuracy to effectively manage wage expenses and minimize costs.
  • Manage day to day operations with a service driven approach for excellent service delivery and customer satisfaction.
  • Review and analyze reports through the Call Center Management system to create daily staff schedules based on call forecasts to meet service level requirements. Work on call handle time ,schedule adherence for call abandonment and monitor call statistics to achieve the set service levels.
  • Analyze call /ticket trends and reasons why customers contact us, etc and drive a continuous improvement philosophy within the contact center.
  • Responsible for the implementation of processes set by the management /Clients.
  • Share and analyze reports to provide complete operational visibility with successful accomplishment of the set KPI's. Work on capacity building based on trend analysis and forecast.
  • Coordinate with higher management to evaluate tasks and ensure implementation through constant monitoring. Make recommendations and share feed back on the new and exisiting processes.
  • Participate in coaching, reviews and training assessments of shift personnel for constant improvement.
  • Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals.
  • Build solid productive relationships with all levels of leadership and support teams.
  • Resolve operational and interdepartmental problems quickly. Coordinate with support functions for successful delivery of assigned tasks.
  • Train new hires on product knowledge and also conduct supplemental trainings on need basis.
  • Participate In all trainings/feedback sessions as per management’s requirement.
  • Constantly work on personal development & skill transfer.Any other task assigned by the higher management.

We are looking for:

  • Minimum Education: Bachelors degree preferred
  • Required Experience: 3 + years relevant experience, preferably in a call center or client services operations.


  • Good understanding of call center structure, support functions, day to day operations and deliverables.
  • Ability to make decisions and solve problems in accordance with diverse and complex procedures requiring interpretation.
  • Ability to make decisions based on fact and has real work experience that demonstrates this skill; can choose a course of action amongst options involving uncertainty or risk.
  • Proven mathematical and analytical skills.
  • Excellent oral and written communication skills.
  • Ability to manage and balance multiple priorities.
  • Excellent time management skills.
  • Strong problem-solving skills; encourage new innovative solutions when appropriate.
  • Ability to influence others.Strong organizational skills
  • Effective coaching and development skills.
  • Ability to creatively execute against the strategy and drive results; can originate and invent new processes to maximize revenue and minimize costs.
  • Ability to take constructive action without relying on direction from others.
  • Ability to exercise flexibility, rather than rigid adherence to procedures, to accomplish goals.
  • Effective negotiation skills.
  • Effective conflict management skills.
  • Ability to develop and maintain relationships.
  • Ability to communicate effectively and professionally at all levels of the organization.
  • Ability to effectively manage labor productivity.
  • Ability to evaluate business trends, determine applicability and modify business strategy accordingly.
  • Hands on experience with reporting and web tools.
  • Knowledge of electronic payments and prepaid cards preferred.


  • Omaha, NE.

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