Director of Operations

Summary/Objective

The Manager oversees day-to-day operations across all departments, focusing on onboarding, training, and coaching team members to ensure consistent execution. This role aims to achieve customer satisfaction, productivity, adherence to service levels, and compliance with company policies and procedures.

Essential Functions

• Ensure exceptional customer service by maintaining high processing standards and solid product knowledge.




• Develop and implement plans to manage daily workflow and meet service level and productivity goals.




• Manage data collection for team metrics to meet productivity targets, eliminate errors, and deliver excellent customer service.




• Ensure accuracy, consistency, and continuous improvement in departmental processes and procedures.




• Provide monthly team training, including PowerPoint presentations, role-playing scenarios, and quizzes.




• Monitor quality, policy adherence, and service efficiency through monthly audits of processing and calls.




• Conduct monthly performance reviews with team members, including audit findings.




• Ensure all team members understand and comply with objectives, performance standards, policies, and core values.




• Review and take corrective measures on performance results, escalating issues as needed.




• Conduct interviews and recruit top talent to meet team hiring needs.




• Lead new hire onboarding and training to provide a positive and efficient experience.




• Maintain favorable working relationships with employees to foster a cooperative and productive environment.




• Establish and maintain professional relationships with clients, internal teams, and external vendors.




• Manage escalated client issues, ensuring timely resolution.




• Recommend incentives, salary adjustments, promotions, transfers, and dismissals.




• Stay informed on industry regulations, trends, and technologies.




• Collaborate with the executive team to ensure operational, administrative, and compliance functions are executed properly.




• Perform other duties as required, including participating in special projects.

Competencies

• Strong leadership skills to manage, mentor, and develop a team.




• Ability to foster collaboration, set expectations, and provide constructive feedback.




• Strong critical thinking and problem-solving abilities.




• Experience in identifying and mitigating operational risks.




• Exceptional attention to detail and ability to enhance efficiency.




• Proven ability to streamline processes and maintain high standards of accuracy and timeliness.

Work Environment

This role operates in a high-volume, customer-focused office environment. It requires attention to detail and the ability to manage a fast-paced workload while maintaining excellent service quality. Professional and courteous client and colleague interactions are essential.

Position Type/Expected Hours of Work

This is a full-time position, Monday through Friday, 8:00 am to 5:00 pm. Occasional evening and weekend work may be required.

Travel

Local travel during business hours is expected, with occasional out-of-area and overnight travel.

Education & Background

• Bachelors degree in Business Administration, Finance, Accounting, Operations Management, or a related field.




• Experience in operational or call center environments.




• Proven experience supervising, coaching, and developing staff to enhance team performance.




• Demonstrated ability to recruit and hire top talent.