Senior Director - Operations - Alliance Data - Westminster

Job description
The Sr. Director of Care Center Operations provides visible and proactive leadership to clients, internal partners, leaders and 500+ Customer Care and Collection associates. This role requires strong leadership skills, superior influencing ability, broad perspective, and a partnership- based approach to relationships. This individual will champion efforts that improve processes that achieve the highest possible levels of customer experience and satisfaction. Significant accountability is placed on ensuring key metrics in the areas of quality, customer satisfaction, associate engagement, and leadership effectiveness are achieved. This individual will be responsible for and participate in associate wellness and community outreach programs.
Identifies and spearheads the implementation of strategic initiatives designed to position the organization for growth and greater scalability. Champions organizational change efforts, philosophies and initiatives, in partnership with the Sr. Leadership Team. Acts as a key business partner to stakeholders across the business to identify new opportunities and resolve issues. Effectively and efficiently manages direct report team's priorities, workload, and resources.
Analyzes data against weekly and monthly trends to identify opportunities for improvement in Customer Care and Collections. Maintains and improves care center operations by monitoring performance, identifying problems, developing action plans for resolution while driving productivity, quality, and high service standards for the departments. Ensures operational compliance in all areas and quickly communicates and actions a plan with all concerned parties with respect to non-compliance issues.
Recruits, develops and mentors the site’s leadership team so that they are skilled, effective and fully capable of executing the responsibilities and expectations of their positions. Continuously develops associates, both personally and professionally, through leadership and coaching. Fosters various avenues of communication across the site to ensure associates remain informed, connected to the broader strategy and have an outlet for conveying questions and innovative ideas.
Oversees the operational relationship with Alliance Data's 100+ clients. Interacts with all levels in the organization both internally and externally. Maintains relationships with clients and internal partners to facilitate open communication, understand perspectives and monitor levels of satisfaction. In partnership with the client teams, interfaces directly with the clients in the selling process on customer experience initiatives and operational strategies.
Participates and contributes to the budget process and maintains financial parameters established in the budget. Analyzes business trends and takes necessary actions to ensure operational success. Executes disaster recovery plans.
Through active engagement in the facility, this individual is visible and approachable for all associates. Ensures the facility provides a welcoming, safe and healthy environment for all associates and key stakeholders. Creates an environment that is professional, supports our associates, clients and customers, and adheres to our commitment to business ethics and company values.

Desired Skills and Experience
Education Requirements:
Bachelor's Degree
Work Experience:
6 - 8 years
Expertise in call center environment required
6-8 years supervising/managing people in a call center environment.
Occassional to moderate travel required
Supervisory Experience:
5 + years
Leads projects
Leads 500 + employees
Manages 6 + direct reports
Manages functional areas and programs
Other Skills, Knowledge, Abilities:
Demonstrated ability to develop and manage relationships at all levels
Proven ability to influence change across a large organization
Demonstrated ability to drive excellence in client experience and service within a care center
Operational knowledge and expertise in a call/service center
A track record of demonstrating organizational agility and managerial courage
Broad thinker with ability to drive execution, achieve results and influence effectively
Demonstrated ability to attend to the people, not just the workAbility to establish and meet critical deadlines
Ability to prioritize multiple activities and complex projects simultaneously
Superior problem resolution skills and strong analytical skills are required
Outstanding communication skills and consensus builder
Strong people facilitation skills, excellent business writing skills, and a proven track record in meeting/exceeding stated deadlines and milestones required
Aptitude for detail and high degree of organization

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