What are the responsibilities and job description for the Senior Director of Operations position at Support Services Group?
Support Services Group (SSG), established in 1998, is a leading provider of global omnichannel contact center services. We specialize in delivering exceptional customer care for brands that prioritize customer satisfaction and loyalty. Our tailored solutions encompass Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, Membership Services, Travel, and more.
The Senior Director of Operations will oversee and enhance the operational frameworks that support SSG's diverse service offerings. This leadership role demands a strategic thinker with a proven track record in managing large-scale operations within the BPO or contact center industry.
Key Responsibilities include:
- Operational Leadership: Direct and manage daily operations across multiple service lines and multiple countries, ensuring alignment with SSG's mission to deliver extraordinary customer care.
- Strategic Planning: Develop and implement operational strategies that drive efficiency, scalability, and continuous improvement in service delivery.
- Team Management: Lead and mentor a diverse team of professionals, fostering a culture that values elite people, technology, and solutions.
- Client Relations: Collaborate with clients to understand their unique needs, customizing programs to meet exact requirements and enhance customer satisfaction.
- Performance Metrics: Establish and monitor key performance indicators (KPIs) to ensure operational excellence and adherence to industry best practices.
- Resource Management: Oversee budgeting, resource allocation, and financial planning to support operational goals and maintain cost-effectiveness.
- Compliance and Quality Assurance: Ensure all operations comply with relevant regulations and quality standards, maintaining the integrity and reputation of SSG.
Minimum Qualifications include:
- English proficiency both written and oral required (C1 level or higher).
- Must be willing to travel as business needs require.
- Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA or advanced degree preferred.
- Minimum of 10 years in operational leadership roles within the BPO or contact center industry, with at least 5 years in a senior management position.
- Strong strategic planning and analytical abilities.
- Exceptional leadership and team development skills.
- Excellent communication and interpersonal skills.
- Proven ability to manage complex projects and drive organizational change.
- Proficiency in operational performance metrics and financial management.
Preferred Qualifications:
- Experience with sales or retention clients is preferred.
- Experience with omnichannel solutions and a deep understanding of customer service technologies.
- Demonstrated success in customizing programs to meet client-specific requirements.
- Familiarity with global operations and multilingual support services.
Support Services Group is a 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.
