Director of Operations

Goodbay Technologies (Goodbay) is an offshoring company like no other. Headquartered in Chicago, IL, the company has developed a management model where a small team of US-based, call-center operations directors leads a large offshore contingent of specially trained agents in Bangalore, India. Goodbay competes based on its fanatical customer focus, an adaptability to work “the client’s way”.

Chicago, IL

Goodbay Technologies

Goodbay&rsquo;s distinct advantage is a deep and specialized understanding of various technologies, and over a decade of experience in support of mobile technologies, mobile apps, wireless environments, media technology, and consumer to business electronics.<br /><br />Goodbay offers a top-rated, centralized and localized customer support solution. We deliver global customer support from one location, and executed by an American management team, which ensures the highest level of collaboration and delivers the highest quality and accountability in the support space.

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Overview: <p><strong>India Team Leadership / Call Center Operations Management</strong></p> <ul> <li>Lead and continuously improve a 250+ agent team in Bangalore, India by digging into individual call details, evaluating those calls, and then helping to develop performance objectives for individual agents</li> <li>Up to 25% travel to Bangalore, India for 2 weeks at a time every 8 weeks to oversee call center operations</li> <li>Drive Indian team leads, managers, to make effective and timely people and quality decisions by identifying capabilities and performance gaps and providing feedback for continuous improvement.</li> <li>Ensure agent training programs are well designed and successfully delivered by reviewing course material and attending select training sessions.</li> </ul> <p><strong><u>Team Metrics</u></strong>: First Contact Resolution (FCR) and Customer Satisfaction Ratings (CSAT).</p> <p><strong><u>Position Report to</u></strong>: CEO</p> <p><strong><u>Position Direct Reports</u></strong>: India Team Leads and Indian Operations &amp; QA Managers. Get down to agent level as necessary.</p>
Responsibilities: <p><strong>Deliver &ldquo;Wow&rdquo; Client Service</strong></p> <ul> <li>Meet and exceed the expectations of assigned 2-5 global clients by understanding how call service excellence is integral to the realization of their strategic business objectives.</li> <li>Rapidly build trusted, honest relationships with client leads through active listening, constant communication, and delivering on current and anticipating future project needs.</li> <li>Identify, critically and strategically think through, and solve client issues by gathering data and consulting with Goodbay leadership and Director of Operations peer network.</li> <li>Know when to and how to agree or disagree with a client by actively listening to both what the client has to say and how (s)he is saying it.</li> <li>Properly guide and manage the client conversation towards win-win by aligning external (client) and internal (Goodbay) objectives.</li> </ul> <p><strong><u>Client Metrics</u></strong>: Clients&rsquo; Rating our quality of work, and the strength of the relationship each a 9 or 10 out of 10, in each Quarterly Business Review (QBR).</p>
Requirements: <p><strong>Experience</strong></p> <ul> <li>3+ years of Director level or equivalent Call Center leadership, including: - Leading a department of 300-1000 agents, tailoring feedback / messages down to individual agent.</li> <li>A proven ability and willingness to dig into specific case details to identify root causes of quality issues and using that to drive quality metrics and SLA performance across the board.</li> <li>10+ years of people management, ideally with diverse talent across multiple locations.</li> </ul> <p><strong>Optional Additional Experience</strong></p> <ul> <li>Professional services / consulting experience, with demanding clients and tight deadlines.</li> <li>Record of success working with a visionary, entrepreneurial leader.</li> <li>Worked with or for international businesses with global workforces.</li> </ul> <p><strong>Education</strong></p> <ul> <li>Bachelor&rsquo;s degree required.</li> <li>Business, finance or liberal arts majors preferred.</li> <li>Analytical training strongly preferred, either in school or in a work setting (i.e. at a Consulting Company).</li> </ul> <p><strong>PERSONALITY AND CHARACTER</strong></p> <ul> <li>High Intelligence &ndash; Strong strategic and analytical skills &ndash; critically identify problems and use data &amp; analysis to drive effective problem-solving in each project.</li> <li>Hands-on individual who takes accountability for her / his and team member actions</li> <li>A personality that deals with issues and decision-making with urgency and directness. Things are not swept under the rug. Someone who speaks directly and intentionally using simple and clear language.</li> <li>An ability to anticipate problems before they occur, and drive change to prevent them from starting.</li> <li>Leadership Development &amp; Motivational abilities &ndash; A unique ability to build a culture of open communication and high achievement within the team at all levels.</li> <li>Exceptional oral and written communication skills. Superb at presenting and interacting at all levels.</li> <li>Driven to succeed &ndash; Demonstrate an outstanding work ethic in all that you do. A professional.</li> </ul>