AddressWork at Home (WAH) Operations Director
Afni is hiring a Work at Home (WAH) Operations Director who manages the end-to-end operations of one or more Afni WAH programs focused on delivering client and internal performance results. This influential role is crucial to Afni’s success as we continue to grow our virtual workforce. Afni offers a competitive compensation package with annual bonus and great benefits. If you are a successful contact center leader with proven experience leading virtual teams, we would love to hear from you!
What you will be doing:
- Be aligned with Afni Core Values. Provide engaging, balanced, and proactive leadership for remote teams of managers and coaches.
- Drive internal and client quality / sales performance results by analyzing data, drilling to root causes, and implementing effective improvement plans as necessary.
- Build strong professional and trusting relationships with clients and internal business partners. Maintain open lines of communication, be responsive, accepting of feedback, and self-empowered to share ideas and craft solutions.
- Assemble and present business reviews for internal stakeholders and clients as necessary. Have a deep understanding of the material being presented.
- Actively manage the budget by ensuring staffing levels are maintained, costs controlled, and resources redistributed as needed.
- Track individual performance and ensure timely delivery of annual performance appraisals at all levels.
- Will be part of a strategic leadership team focused on continuous improvement of our WAH model. Based on prior experiences will share best practices, new ideas, and solutions to streamline our WAH operations.
Requirements
What you will need:
- 10 years of successful BPO contact center operations experience with a minimum of 5 years leading remote operations teams.
- Possess thorough understanding of all contact center channels, voice, chat, social media, and associated technologies.
- A passion for managing service, cross-sell, and up-sell programs requiring a high degree of customer engagement quality.
- Strategically minded and able to create a consultative and solution-minded environment. Strong leadership and interpersonal skills as well as exemplary oral and written communication skills.
- Demonstrated budgetary and P/L experience. Strong organizational and planning skills along. Ability to analyze and report operational results and develop action plans to close any performance gaps.
- Demonstrated proficiency with Microsoft Office. Ability to learn and understand complex processes and systems.
- Adept to managing change and challenges while maintaining composure to facilitate a positive teamwork culture.
- Bilingual Spanish a plus.
