Director, Operations in Rolling Meadows, IL at CareerBuilder Employment Screening

Date Posted: 9/13/2018

Job Snapshot

Job Description

US - CB Employment Screening


The Director of operations is a member of the leadership team responsible for providing strategic direction and guidance  to the operation team(s). This role will refine existing service level agreements while leveraging new technology, processes, and  staff to exceed performance goals. The Director will help to determine priorities and implement action plans to improve strategy. The Director will work closely with numerous work groups on the strategy and execution of client facing contact center operations.

  • Provide leadership, direction, coaching, and feedback to managers/supervisors on team.
  • Manage various projects concurrently and oversee up to 300+ people onsite both in person and remotely
  • Establish and implement service level agreements, analyze operational trends, and take corrective action to achieve high levels of performance and customer service.
  • Ensure training programs are successfully implemented and achieve client and internal performance standards. Develop sufficient training and onboarding requirements for new team members.
  • Identify 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 communication
  • 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
  • Forecast departmental staffing needs and build a strong, sustainable team via the hiring of new talent, and the development and retention of existing staff
  • Work closely with Vice President, Operations to develop primary and secondary KPIs while collaborating with other key stakeholders to achieve full transparency into impact on corporate revenue.
  • Manage departmental budget, identify opportunities to improve efficiency, and perform 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.
  • Provide regular updates to management on performance trends and activities occurring to continuously improve
  • Work closely with the all internal departments to add insight into operational reports and data.
  • Works collaboratively with business leaders to further Call Center services.
  • Effectively and persuasively conveys ideas, insights and recommendations in team discussions, executive presentations, documents and spreadsheets.
  • Other duties as assigned.



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




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: 000818