Emerge is a fast-growing global staffing and recruiting enterprise firm based in Rochester, NY. We engage candidates’ skills, competencies, interests, and cultural fit to drive engagement and retention at our client companies. For over 20 years, we have placed more than 20,000 candidates in sales, marketing, technology, and customer service roles at all levels throughout our clients’ organizations.
We are seeking an experienced Director of Operations with a strong background in call center/event management, leadership experience, and a solid understanding of technology. The ideal candidate must have experience in business development, driving analytics, and a proven track record of managing multiple clients along with service delivery on numerous programs and global teams. Can thrive in a fast-paced, dynamic environment and adapt to change quickly.
Job Responsibilities
1. Leadership and Team Management:
- Lead, mentor, and motivate a diverse team of managers and frontline staff in a virtual contact center environment.
- Establish performance metrics, KPIs, and goals for the team to drive productivity and quality standards.
- Provide ongoing coaching and development to team members to foster a culture of continuous improvement and professional growth.
2. Operational Excellence:
- Oversee the day-to-day operations of the Managed Services Team, ensuring efficient service delivery and adherence to SLAs.
- Identify opportunities to optimize processes, improve workflows, and enhance operational efficiency.
- Implement best practices and standards to maintain high levels of service quality and customer satisfaction.
3. Client Services:
- Serve as the primary point of contact for key clients, building and nurturing strong relationships to understand their needs and expectations.
- Collaborate with cross-functional teams to develop and execute service strategies that align with client objectives and drive value.
- Proactively address client concerns, escalate issues as needed, and drive resolution to ensure client satisfaction and retention.
4. Process Improvement:
- Assess current processes and workflows to identify areas for improvement and optimization.
- Develop and implement initiatives to standardize processes, increase automation, and streamline operations.
- Monitor performance metrics and operational data to track progress and measure the impact of process improvements.
5. Strategic Planning:
- Work closely with senior leadership to develop and execute strategic plans and initiatives to support business growth and expansion.
- Provide insights and recommendations based on data analysis, industry trends, and client feedback to drive strategic decision-making.
Qualifications
- Bachelor's degree in Business Administration, Management, or a related field. MBA preferred.
- 5-8 years of experience in operations management, with a focus on managing people in a virtual environment.
- Proven track record of success in client services, with experience in building and maintaining client relationships.
- Excellent leadership and communication skills, ability to inspire and motivate teams.
- Proven track record of implementing process improvements and driving operational excellence, particularly in the tech industry.
- Excellent communication and interpersonal skills, ability to effectively collaborate with internal and external stakeholders.
- Solid understanding of technology, including call center software and CRM systems.
- Experience in business development, managing multiple clients/programs, and strong analytics.
- Ability to develop and execute strategic plans, drive operational excellence, and achieve business objectives while managing remote teams.
- Strong analytical skills and experience in process optimization and continuous improvement methodologies (e.g., Lean, Six Sigma).
- Collaborate with a wide range of partners across various categories, including resellers, system integrators, independent software vendors, and technology partners.
- Working knowledge of the technology industry or Managed Services experience.
Work Environment
- Remote with ability to travel, flexible to travel at least 25% (possible international)
- Hiring Location, US and Canada
- Salary range $100k - $120k (based on experience level)
- We offer a competitive benefits package
Emerge seeks, in all its operations, to employ individuals for available positions based on their qualifications, working knowledge, and competency. Emerge has a continuing commitment to ensure that fair and equal employment opportunities are extended to all qualified persons without regard to race, color, religion, sex, gender, sexual orientation, national origin, ethnicity, alienage, citizenship or immigration status, age, mental or physical disability, medical condition, pregnancy, military/veteran status, predisposing genetic characteristics, familial status, marital status, domestic violence victim status, or based on their relationship or association with members of a protected class or any other protected classification, in accordance with applicable federal, state and local laws.. Emerge is committed to diversity in its most inclusive sense.
By completing an application with us, you seek to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contribute to the financial success of the organization, its clients and its employees. Equal access to programs, services and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact our Emerge Recruitment Office.