Director of Operations

Killeen, TX, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Type:

Salary

Rate:

Range $90,000.00 - $120,000.00

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

incentive compensation

Retirement Plan

Professional Development

Employee assistance program

Job Description

InteLogix is a leading provider of integrated solutions, specializing in leveraging cutting-edge technology to deliver exceptional customer experiences. The company is committed to excellence and innovation, consistently redefining industry standards to create brighter futures for its clients and their customers. At its core, InteLogix is dedicated to improving lives through empathetic customer engagement and steadfast advocacy for its clients' brands and reputations. Highly regarded for its focus on quality and impact, InteLogix delivers comprehensive customer service solutions across multiple industries, with a strong footprint in automotive sectors as well as others requiring large-scale customer interaction and support capabilities.

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Job Requirements

Bachelor's degree preferred or equivalent work experience
Minimum 10 years of experience in customer care customer service call center operations or consulting
Minimum 10 years of people management experience preferred
Over 15 years in BPO customer service or call center environment preferred
Experience in automotive industry preferred
Strong knowledge of CRM and call center software tools
Ability to work independently with minimal direction
Strong leadership and coaching skills
Experience developing onboarding and training programs
Ability to analyze data and implement process improvements
Ability to manage multiple priorities and projects
Excellent communication and presentation skills

Job Qualifications

Bachelor's degree preferred or equivalent work experience
Over 10 years of customer care customer service call center operations and or consulting experience
Over 10 years experience in a people management role preferred
Over 15 years experience in BPO customer service call center preferred
Experience in the automotive industry preferred
Experience presenting to senior leadership and partnering cross-functionally
Complete understanding of call center operations vendor management operating procedures and performance metrics
Strong knowledge of CRM call center software tools and cloud-based telephony
Demonstrated leadership and ability to work independently
Demonstrated ability to establish a positive working environment coach and guide teams
Ability in developing streamlined onboarding and training programs
Established competency in creating customer service processes policies and procedures
Highly developed problem-solving skills and sound decision-making with analytical experience
Ability to prioritize and manage multiple priorities successfully
Proven ability to manage improvement projects

Job Duties

Provide direct oversight of contact center and back office teams including staff performance management training and development and scheduling
Deliver regular performance updates to clients including operational metrics service delivery benchmarks process improvements and strategic recommendations
Implement and maintain high standards of customer service ensuring timely and accurate resolution of inquiries and complaints
Analyze call center metrics and identify opportunities for improvement in efficiency effectiveness and customer satisfaction
Develop and implement operational plans and procedures for both contact center and back office functions
Oversee technology implementations ensuring smooth integration and user adoption
Develop and manage annual budgets and implement cost-containment strategies while maintaining service excellence

Job Qualifications

Experience

Expert Level (7+ years)

Job Location

We didn't receive the exact location for this job posting,

please contact the employer.

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