Position: Associate Director of Operations

Location: Hyderabad

Reporting to: Site Leader/ SVP Operations

Type: Full-time

Shift – US working hours

Role and Responsibilities:

As the Associate Director of Operations for Operations, you will be responsible for overseeing the day-to-day operations,

fostering a positive work culture, and driving the team towards achieving performance targets.

Your role will encompass the following responsibilities:

Team Leadership:

 Provide strong leadership, mentorship, and guidance to the Contact Center team, including managers and supervisors.

 Foster a collaborative and customer-centric culture that empowers employees to deliver outstanding service.

Operational Excellence:

 Set and monitor operational goals, KPIs, and performance metrics to ensure optimal team performance and efficiency.

 Implement strategies to improve key metrics, such as customer satisfaction, first-call resolution, average handle time, and

service level agreements.

Process Improvement:

 Identify process gaps and inefficiencies within the Contact Center operations and implement continuous improvement

initiatives.

 Collaborate with cross-functional teams to streamline processes and enhance customer service delivery.

Quality Assurance:

 Develop and maintain quality assurance programs to ensure consistent delivery of high-quality customer interactions.

 Conduct regular quality assessments, provide coaching, and develop training plans for team members.

Stakeholder Management:

 Build strong relationships with internal departments to align Contact Center operations with overall company goals.

 Collaborate with clients or partners to understand their needs and provide insights to enhance service delivery.

Budget Management:

 Assist in creating and managing the budget for the Contact Center operations, optimizing resources for maximum

efficiency.

Technology and Innovation:

 Stay updated on industry trends, emerging technologies, and best practices in contact center operations.

 Recommend and implement technology solutions that improve agent productivity and enhance customer experiences.

Reporting and Analytics:

 Generate regular reports and analytics to measure performance and provide insights to senior management.

 Use data-driven insights to make informed decisions and drive continuous improvement efforts.

Qualifications:

 Bachelors degree in [relevant field]; Master's degree preferred.

 10+ years of proven experience in contact center management, including [X+] years in a leadership role.

 Strong understanding of contact center operations, customer service best practices, and performance metrics.

 Excellent leadership and communication skills, with the ability to motivate and develop teams.

 Proven experience in process improvement, change management, and project management.

 Strong analytical and problem-solving abilities with a data-driven approach.

 Proficiency in using contact center software, CRM systems, and reporting tools.

 Exceptional interpersonal skills and the ability to collaborate effectively with various stakeholders.