Director of Operations – Head of Operations at Activus Connect

Director of Operations (Head of Operations) (Virtual/Remote)

Who We Are

At Activus Connect, we believe that our team works with us, not for us. Our goal is to find the very best talent who loves what they do, driving performance above all expectations. Our Smart Virtual™ solution offers flexibility and growth opportunities that you just don’t get from a brick-and-mortar office environment.

JOB DESCRIPTIONActivus Connect is hiring for a Director of Operations to support our continued CX growth. The ideal candidate for this role has a demonstrable track record leading customer experience teams, preferably, in a remote contact center environment.

This role requires a hands-on leader with experience driving performance leveraging methodologies such as Net Promoter Score (NPS) and Voice of the Customer (VOC). The Director of Operations must be an organized, reliable, and results-driven professional with a practical mindset.

A successful Director of Operations will have a demonstrable track record building high-performing operational teams that are successful in creating positive stakeholder and shareholder outcomes.

Further, the Director of Operations is the primary day-to-day client contact for their programs and will successfully navigate relationships with clients at multiple levels, and understand the impacts of their decisions on the financial performance and the relationship with the client.

DUTIES & RESPONSIBILITIES

• Monitors customer experience operations
• Organizes, plans, and monitors the virtual floor teams to ensure optimized interaction between a company and its clients
• Have excellent customer service and communication skills
• Develops and implements strategies useful in improving customer relationship, dedication, and satisfaction
• Guides and directs the activities of the Team Experience Coordinators (TEC, our version of a Supervisor) and Customer Experience Managers (CXM, our version of Operations Managers) to ensure their interactions with clients reflects positively on Activus
• Provides quick response to client inquiries
• Collects, analyzes, and interprets customer interaction data
• Optimizes the customer experience by recommending areas of opportunity, internally and externally.
• Liaises cross-functionally to analyze customer feedback
• Develops programs to improve customer experience
• Monitors the activities of staff to ensure compliance with set standards of courtesy, professionalism, and customer service
• Recommends steps necessary for improving customer loyalty and relationship management
• Gathers information, via surveys, on customer opinion of services
• Supervises the activities of the customer experience team to ensure their interaction with customers reflects positively on Activus and Activus-clients.
• Prepares and owns action plans
• Familiarity with Profit & Loss statement and has a good understanding of how to drive positive P&L performance. Is accountable to drive on target financial results.
• Utilizes data and metrics to prioritize actionable efforts with the strategic foresight to build out plans
• Leads strategic meetings
• Works collaboratively with others and in line with Activus Connect’s set of values

Education and Training:

• Bachelor’s Degree in a business-related discipline (education or experience in a related field are preferred).
• 8-10 years of prior customer experience management, preferably within the Business Process Outsourcing industry.
• Ideally, experienced in managing NPS or other CX benchmarking program
• Proficient use of Microsoft Office: Excel, Word, Powerpoint.
  • Sharepoint, MS Project, MS Planner helpful.

Leadership Skills:

• Strong verbal and written skills
• Calm under pressure
• Comfortable working independently
• Proactively in finding solutions to problems
• Ability to articulate goals and expectations, and coach to the same
• Strong organizational skills
• Ability to lead meetings, work with individuals at all levels and collaborate effectively across teams
• Strong coaching and leadership skills
• Decisive and detail-oriented

Communication Skills:

• Excellent presentation, oral and written communication skill
• Analytical experience with the ability to analyze large datasets to uncover and effectively communicate insights

Customer Service Skills:

• Experience utilizing one or more survey platform technologies
• Thought leadership knowledge
• CX and EX background is ideal

Physical Requirements:

• You will be required to be at your workstation for your shift periods. It is required that you create an environment that is ergonomically sound for your comfort and needs

Department: Customer ExperienceThis is a full-time position