Buford - GA Full Time 2 weeks ago

Ref ID: 00870-0011973910

Classification: Procurement Manager

Compensation: $100000.00 to $130000.00 yearly

HEAD OF US OPERATIONS – Call Center and Operations – Global Industry Leader

My client, a well known global leader, is searching for a Head of Operations to join their team for an immediate, direct-hire opportunity. The Head of Operations will be responsible for leading the US business and taking it to the next level. The Head of Operations will be responsible for managing a large team (40+), overseeing phone calls for clients from across the US. Building and growing a positive, employee-centric culture is critical to the success of this role, to the business, and to it’s founders and directors. The Head of Operations will be responsible for creating, leading and delivering profitable business growth across multiple products and a broad customer base. The Head of Operations will develop a deep understanding of the role of their teams, training and developing teams to uphold the company’s client-centric approach, influencing and steering change as necessary. If you are looking to join a growth-oriented global company that offers excellent career opportunities, then this is the role for you!

Position Duties and Responsibilities:

  • Ensure company culture is replicated and successfully delivered
  • Help deliver growth and create opportunities through existing and new products, and potential acquisition
  • Ensure all services exceed client expectations and service levels are consistently delivered, while delivering financial contribution
  • Support the development of key stakeholder and strategic partnerships with major customers and industry influencers
  • Support the development of the company brand and marketing agenda to raise brand awareness
  • Oversee all areas of the US business and utilize UK resources to support as appropriate
  • Identify and rectify any potential challenges and constraints to growth or service delivery
  • Lead a team of exceptional people, ensuring they are engaged, supported, motivated and developed
  • Ensure compliance and appropriate governance ensuring effectively balanced data protection with delivering great service
  • Lead and recruit exceptional people, ensuring they are engaged, supported, motivated and developed
  • Understand the direction of the company, developing and delivering effective business change to support the strategic direction
  • Understand the client experience across all of company products and how that drives all actions within the business
  • Analyze, maintain and improve current operational performance and training practices to ensure consistent service delivery, eliminating any weak areas
  • Analyze any weaknesses in people and processes where efficiencies can be made; own the business change process to deliver, monitor and improve any aspect of the service delivery
  • Work across support teams to ensure that any quality issues are understood and rectified appropriately as soon as possible

  • 5+ years’ operating at senior level within predominantly people focused environment
  • 5+ years’ experience within a company with complex technology solutions
  • Be an excellent communicator
  • Have a strong personality with the ability to inspire confidence and influence others
  • Be customer focused
  • Previous experience in delivering business change
  • Possess a willingness to get involved personally and be detail oriented with strong analytical skills
  • Be a team player who involves and engages others to achieve results
  • Have the ability to challenge the status quo to make change happen
  • Possess an inclusive and collaborative leadership style

If you are interested in this opportunity and possess the necessary qualifications, please submit your formal and confidential resume to Kristen Stough for immediate consideration. 

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