Operations Director (Call Center)

Essential Duties and Responsibilities:

• Manage continual process improvement by monitoring, refining, and optimizing workflow and processes with the goal of continuously improving overall effectiveness (efficiency, productivity, and quality).
• Interpret policies, procedures, and goals of the company for subordinates.
• Act as the primary point of contact for state officials and other outside contacts for the assigned contract.
• Manage overall operations and performance of assigned contracts including P&L, quality and compliance with all terms and conditions along with preparing and analyzing regular performance reports.
• Manage all aspects of the customer relationship for assigned contracts ensuring effective and efficient communication along with addressing and resolving customer complaints.
• Participate in the development and monitoring of the operational budget related to assigned contracts.
• Maintain primary responsibility for ensuring customer satisfaction, resolving compliance issues, and accountability for profit & loss with assigned contracts and lines of business.
• Act as the primary point of contact for state officials and other outside contacts for the assigned contract.
• Responsible for the overall performance of the deliverables of the contract.

Program Specific Requirements:

• Associate degree required
• Seven (7) years’ experience managing call center accounts/programs/contracts
• Two (2) years’ experience with state operations
• Five (5) years’ experience as a primary client interface.

Job Type: Full-time

Pay: $100,000.00 - $125,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Associate (Required)

Experience:

• Managing call center accounts/programs/contracts: 7 years (Required)
• State operations: 2 years (Required)
• Primary point of contact for client interface: 5 years (Required)
• Interacting with state officials: 1 year (Preferred)
• Develop & monitor operation budget: 1 year (Preferred)
• Continual process improvement: 1 year (Preferred)

Ability to Relocate:

• Baton Rouge, LA 70816: Relocate before starting work (Required)

Work Location: In person