Director, Operations (DR)

Description

POSITION SUMMARY:

The Director, Operations is responsible for the overall management, performance and profits and losses of multiple business units in the Santo Domingo office by ensuring operational efficiencies and effectiveness through the adoption of continuous improvement methodologies and best practices.
 

ESSENTIAL FUNCTIONS:

• Manages the overall recovery performance of business units that cover a wide range of industries such as financial services, utilities, telecommunications, banking, cable and medical.
• Ensures appropriate headcount and staffing levels are maintained to achieve revenue goals.
• Oversees and directs the auditing of CCS accounts, processes, staff and systems in an effort to assure superior performance as well as compliance with contractual requirements and federal/state laws & regulations.
• Provides day to day support to assigned business segments by providing leadership, coaching and mentoring to business managers.
• Sets goals and objectives, reviews and evaluates performance, motivates and coaches direct reports.
• Provides leadership in the development of the call center outsourcing business segment.
• Translates corporate goals into operational tasks and builds the structure and process to achieve them.
• Utilizes analytics to assess competitive standing and strategic options.
• Maintains client relationships by providing world class customer service by leading and participating on client calls.
• Identifies and develops processes and system improvements to maximize the efficiency and effectiveness in the department.
• Focuses on increasing operational efficiencies and effectiveness through continuous improvement methodologies and establishes appropriate metrics to measure and monitor performance.
• Manages technical aspects of processing for the entire account lifecycle including developing strategies, actions, scripts and workflows.
• Consults with management teams and associates on a regular basis to identify and address business concerns.
• Other duties as assigned and required by business needs.
• Ability to maintain a consistent and regular attendance in accordance with an established schedule.
• Ability to work onsite/in-office and in accordance with CCS and department policies and procedures.

QUALIFICATIONS:

• 5 years of operational management experience in a collections and/or call center environment.
• Directly related call center supervisory and/or management experience required.
• Bilingual business proficiency in Spanish and English (verbal and written) is required.
• Excellent verbal and written communication and analytical skills.
• Proficient with Microsoft software including Microsoft Excel, Microsoft Access and able to quickly learn new software applications.
• Demonstrated ability to develop detailed analytical models.
• Ability to be receptive and responsive to change and to embrace continuous improvement.
• Ability to work effectively in a team environment as a collaborator and contributor.
• Must have an entrepreneurial mindset and able to work in work in an inclusive environment.

EDUCATION REQUIREMENTS:

• Bachelor’s degree in Business or related field preferred.
• High School Diploma or GED is required.

Qualifications