Director, Operations

hace 6 días

San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the “Apply” button to get started

The Director, Operations works with Senior Management to create the vision of the Company and the type of business philosophy and culture the Company aspires to attain. They are accountable for the overall performance and budget of their multiple client groups/ business segmentation/ cross-geographic footprint (where applicable). They set objectives, analyze metrics, ensure that the company and staff meet goals and provide reliable, efficient support for our clients. They are also responsible for hiring, training, preparing and motivating their teams to provide excellent service to customers and clients.- Work with the President and senior management to create and ensure the Company vision and core values are integrated into our operational strategies.- Ensure the productivity of departments or multiple P-and-L groups so that Company and client goals/ SLAs are met or exceeded- Understand Client SLAs and contractual requirements to ensure we meet objectives - Overall client facing responsibility- Manage all inventory in line with company requirements- Ensure that all necessary facilities and/or tools are available for use by employees- Approve recommendations for hiring, transfer, promotion, or dismissal of staff, as is appropriate- Monitor staffing levels in accordance with the Resource Balancing QAP to ensure that Company resources are being efficiently and effectively allocated- Develop strong client relationships in a professional and appropriate manner, in accordance with the Company's Mission Statement, Promise of Performance, and Company Policy- Manage all client reporting and internal reporting and billing requirements in a timely manner- Performance manage direct reports and overall team to ensure we grow and develop our talent- Develop strategies to enhance productivity or improve processes and procedures- Prepare monthly forecasts, revenue and expenses for portfolios- Motivate staff through established incentive programs or ad hoc contests- Establish work schedules to meet Company and client requirements- Responsible for performance by the firm of its obligations under the SMCR, including implementation and oversight (UK specific)- Champion company core values and other company programs to engage and motivate our employees- Other duties as assigned

Experience
- 5 years experience in an Operations Manager role or equivalent external experience_

Certificates/Licenses
- Must be able to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions, if required_

About Us
- Bill Gosling Outsourcing provides a career opportunity in Customer Service, with various shifts and full time hours in our state-of-the-art call center. We strive to create a fun, diverse, and engaging workplace, which promotes both personal and professional growth. We have offices across the Globe - Newmarket, Ontario; London, Ontario; Montreal, Quebec; USA (Richmond, Virginia); Manila, Philippines; San Jose, Costa Rica; Glasgow, UK._

Where are we located?
- We are located in the beautiful C.C. El Cafetal in La Ribera de Belén, beside the Marriott._

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