Director, Operations in 3800 Golf Road, Rolling Meadows 60008 at CareerBuilder Employment Screening

Date Posted: 6/19/2019

Job Snapshot

Job Description

US - CB Employment Screening

 

 

The Director of Operations will act as a key member of the leadership team and will be responsible for providing strategic direction and overall guidance to the Operations teams. The Director of Operations will refine existing service level agreements while leveraging new technology, processes, and staff to exceed company performance goals. The Director will also assist the VP of Operations to determine Operations Department priorities and implement action plans to improve strategies. The Director will work closely with numerous Operations teams on the strategy and execution of client facing contact center operations.

  • Provides leadership, direction, coaching, and feedback to managers/supervisors on Operations teams
  • Manages various projects concurrently and oversee up to 300+ staff members, both in-person and remote
  • Establishes and implements service level agreements, analyzes operational trends, and takes corrective action to achieve high levels of performance and customer service
  • Ensures training programs are successfully implemented and achieves client and internal performance standards; develops sufficient training and onboarding requirements for new team members
  • Identifies strengths and weaknesses of center operation from both a client/consumer and staff perspective in order to optimize and improve inter-departmental and client/consumer communications
  • Analyze and identify opportunities to improve the client experience by analyzing trends for opportunities to improve and improve the way service can be resolved for clients
  • Forecasts departmental staffing needs and builds a strong, sustainable team via the hiring of new talent, and the development, and retention of existing staff
  • Works closely with Vice President of Operations to develop primary and secondary KPIs while collaborating with other key stakeholders to achieve full transparency into impact on corporate revenue.
  • Manages departmental budgets, identifies opportunities to improve efficiency, and performs cost/benefit analysis on incremental investments
  • Responsible for the coaching of Support Managers and/or Team Leaders to develop an environment of continuous process improvement
  • Provides regular updates to management on performance trends and activities occurring to continuously improve
  • Works closely with the all internal departments to add insight into operational reports and data
  • Effectively and persuasively conveys ideas, insights and recommendations in team discussions, executive presentations, documents and spreadsheets

 

Job Requirements:

  • Minimum of 8 years’ management experience in a contact center or similar
  • Bachelor’s degree from an accredited university
  • Superior communication skills with the ability to build mutual trust and respect
  • Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment
  • Excellent conflict resolution skills related to both customers and employees
  • Excellent communication, presentation, and leadership skills
  • Excellent judgement, reasoning, and problem-solving skills
  • Proven track record implementing new process, technology, or related systems leading to a significant increase in performance or business impact
  • Strong background in developing metrics and benchmarks
  • Ability to see past day to day activities and look for innovative ideas to continuously improve.
  • Experience in creating and implementing  performance improvement programs

 


 

 

Benefits-We’re All About You! 

When you're focused on the goal, not the path – you can be more flexible, and that translates into more productive and satisfied employees. From flexible hours to volunteering during work hours to diverse education opportunities, CareerBuilder is committed to helping employees strike a balance. 

Here are just some benefits we offer:

  • Training that positions you to hit the ground running with ongoing learning and development courses; we never stop investing in our people.
  • Comprehensive Medical, Dental & Vision Programs
  • Education Reimbursement Program allowing up to $5k per year towards completion of a Bachelor’s and non-MBA graduate degree, and up to $10K per year towards completion of an MBA
  • Global Wellness initiatives to promote financial, mental and physical health and well-being
  • 401(k) Program with a two year vesting schedule, discretionary match, and an opportunity to make Pretax and Roth contributions

CareerBuilder, LLC is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.

 

TSR ID: 001450