Director of Operations and Process Improvement

Support Services Group is a customer-centric organization that values excellence in delivering quality service. Our business plays a critical role in enhancing customer satisfaction and fostering long-term relationships. We are looking for a highly skilled Director of Programs to lead our call center operations and drive impactful improvements.

We are seeking an experienced and dynamic Director of Programs to lead and oversee our program initiatives with a strong focus on achieving key performance indicators (KPIs). The ideal candidate will be responsible for developing strategic operational plans, optimizing processes, and ensuring that programs align with company objectives and client expectations.

Key Responsibilities

Program Strategy and Leadership:

• Define and implement strategies to launch and manage programs with clear and measurable KPIs.
• Collaborate with stakeholders to align program objectives with operational goals, scalability, and cost efficiency.

Operational Oversight:

• Ensure operational plans, including staffing and training strategies, align with program performance milestones and financial assumptions.
• Oversee the development of agent profiles and hiring strategies to meet program requirements.

Performance Management:

• Establish and drive key performance metrics, ensuring achievement of 30-, 60-, and 90-day goals.
• Monitor and guide performance optimization initiatives to meet program milestones.

Training and Development:

• Lead the assessment and customization of training programs to ensure agent readiness and alignment with client expectations.
• Define success criteria for agent performance, including training graduation standards and on-the-job readiness.

Process Improvement:

• Partner with process improvement experts to identify and implement optimizations in workflows and customer journeys.

Data-Driven Reporting:

• Develop and oversee reporting frameworks to track program performance and guide decision-making.

Agent Enablement and Support:

• Drive the development and enhancement of agent support resources, including knowledge bases and floor support processes.

Operational Standards:

• Customize Standard Operating Procedures (SOPs) to ensure alignment with program-specific needs.

Stakeholder Collaboration:

• Act as a central point of contact for program-related discussions with internal teams, clients, and leadership, ensuring alignment and accountability.

Required Skills & Qualifications

• Proven experience in program management, KPI development, and operational strategy.
• Strong analytical skills with the ability to assess processes and suggest cost-effective improvements.
• Exceptional leadership and interpersonal skills to manage cross-functional teams effectively.
• Excellent communication and stakeholder management abilities.
• Proficiency in performance reporting tools and data-driven decision-making.

Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.