Job Summary Global Director of Operations oversee the operational delivery of Sitel Group’s larger multi-national clients leading account standardization, identification and implementation of best-known methods, innovation discovery and deployment, achievement of internal and client requirements, and representation of operations with the client.
This key leader is charged with making program level decisions that result in the greatest overall outcome for our clients, their customers’, and our business.
They are empowered leaders who achieve top results through their global perspective and ability to work with and through diverse teams and cultures.
Key Outcomes Positive and effective relationships with department heads, support teams, and client operational management that fuel operational achievement and strategic goals setting.
Leveraging the collection, analysis and reporting of data to achieve business goals and execution of operational procedures.
Standardization of business processes across service delivery footprint. Collaboration with executive-level management in the development of performance goals and long-term operational plans.
Innovation which improves our client’s business model, their customer’s satisfaction, and unlocks a ROI for both the client and the company.
Adherence to client mandated process across the operations. Producing a clear, cohesive, and consistent representation of the operational delivery to the client and company leadership.
A globally aligned and connected service delivery team with stated goals for operational efficiency and increased productivity.
Requirements Deep understanding of contact center operations and how to achieve key performance metrics. Leadership skills that effectively translate to the management and positive engagement of large groups of people.
Confidence and comfort interacting with senior leadership, both in times of success and times of escalation. Ability to define, own, and resolve business challenges.
Superior negotiation skills in both internal and external settings. Experience 10+ years of contact center operations. 5+ years working with a BPO.
Multinational business unit leadership. Advanced proficiency with workforce management operations and platforms. Expert with presentation development and delivery.
Expert with creation of client facing reporting and templates. Current or previous accountability for client relationship management.
Strong working knowledge of data analysis and performance metrics using business data analytics tools (e.g., PowerBI, Tableau, MicroStrategy).
Travel Required International and domestic travel may be required up to 50% of the time. Location Virtual. Learn, Lead & Grow at Sitel Group® We believe experiences are everything, and that happy associates are successful ones.
That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves. GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals.
We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally.
You choose where you want to go; we help you get there. BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU.
It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.
WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses.
Plus, fun perks like employee discounts. MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do.
Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.
About Sitel Group® As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.
With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions including self-service, artificial intelligence (AI), automation and data-driven analytics with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.