Director of Operations

SUMMARY OF POSITION:

The Director of Operations will be responsible for providing overall senior leadership of Education at Work’s call center operations in Tempe, Arizona. Within this center, Education-at-Work will be doing customer service support work, using our part-time college student model that has been successfully deployed in the Cincinnati, Ohio and Salt Lake City, Utah market.

The Director of Operations will be responsible for: hiring and development of the senior staff; managing day-to-day operations to meet/exceed the key performance metrics of the client; delivering the Education-at-Work quarterly and annual financial targets; and ensuring Education at Work’s BOLD values and student-centered culture are at the core of day-to‑day operations and embraced by the leadership team.

POSITION RESPONSIBILITIES:

• Provide strategic leadership to a call center consisting of approximately 400 employees at capacity.
• Work closely with a cross-functional team including employees of the client, local universities, operations, IT, HR, recruiting, and others to ensure a successful, best-in-class call center operation.
• Motivates, leads, and inspires the team to quickly resolve challenges. Builds leadership bench strength through individual self-accountability, training, and coaching. Develop a culture of continuous improvement. Identify opportunities for improvement, determines the root-cause of problem areas, analyze data, and solutions.
• Challenges the status quo and identifies opportunities to improve quality, efficiency, and results. Manages with Contact Center expertise, knowledge, tools, and balanced scorecards.
• Define team performance metrics and measurement criteria to evaluate performance in accordance with the defined statement of work.
• Leads by example fostering a positive work environment in which employees professionally develop, grow, and retain. Responsible for the ongoing professional development / evaluation of direct reports, accountability, and succession planning
• Reports results in a timely manner, assesses efficiency of unit, and proposes and implements mid-course corrections and improvements to ensure ongoing success.
• Supports other departments in the organization by providing insight, data analysis, and operational expertise. Able to drill a P&L to the line item level and have a clear understanding of operational action financial impacts.
• Update client partner on any emerging issues and risks.
• Proactively articulate, document, and concisely execute a strategic business plans.
• Prepare and deliver client facing business reviews quarterly.
• Collaborate and work cross functionally with other VP’s and Department heads to accomplish business goals.
• Ensure that the EAW BOLD values are at the core of the operation, embraced by the leadership team and lived on a daily basis.

QUALIFICATIONS:

• BS or BA college degree required, MBA preferred.
• 10 years of current leadership experience in the BPO call center industry, experience with opening call center operations would be ideal.
• Excellent verbal and written skills.
• Proven ability in developing reporting of results, insights gained and implement a continuous improvement process and culture.
• Proven analytical skills with ability to assimilate and manage multi-million dollar budgets.
• Comprehensive knowledge of staffing and call center management systems.
• Proven ability to delegate and manage workloads and projects across functions.
• Experience working with multiple business partners to develop mutually beneficial results and do this consistently.
• Track record of running successful customer care operation.
• Experience managing and motivating employees.

About Education at Work:

Education at Work (EAW) is a non-profit organization that partners with corporations and universities to provide professional part-time work opportunities for college students, promoting career-readiness, minimized student loan debt and smooth transition to full-time employment for its student workforce. Education at Work offers competitive wages, paid holidays, company benefits, 401k (eligible day one of employment), and the chance to transform college students’ lives.

Learn how Education at Work is solving student debt and concurrently offering customer experience solutions: http://educationatwork.org/

Job Type: Full-time

Experience:

• Call Center Leadership: 5 years (Preferred)

Education:

• Bachelor’s (Required)

Work authorization:

• United States (Required)

Additional Compensation:

• Bonuses

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off