Director of Operations

About the role

The Director of Operations will lead the day‑to‑day management of a US Healthcare call‑center program, ensuring that performance metrics, service levels and quality standards are consistently met. This senior role requires strong leadership, financial acumen and the ability to drive continuous improvement across multiple sites.

Key responsibilities

• Monitor daily performance metrics such as call handling times, service levels and quality grades.
• Collaborate with Operations Managers to enforce client and internal policies.
• Attend weekly client and operations review meetings, presenting performance data and action plans.
• Escalate critical operational issues to senior leadership and ensure timely resolution.
• Prepare and submit weekly and monthly operational review reports to senior executives and clients.
• Lead continuous‑improvement initiatives related to call‑center metrics and monitoring tools.

Required profile

• Minimum 8 years of customer‑service experience and at least 5 years in an operations‑director capacity.
• Proven ability to manage complex, global environments and multiple sites.
• Strong coaching, leadership and conflict‑resolution skills.
• Excellent verbal and written communication, with executive presence.
• Ability to handle reporting, financial analysis, budgeting and cost‑effectiveness assessments.

Required skills