Retail Store Operations Director jobs in Sioux City, IA

JOB SUMMARY

The Director of Operations is responsible for the strategic and operational planning and execution of all manual employment verifications operations at VerifyToday. Core duties include management and leadership of a background and employment verifications fulfillment center that employs a wide range of customer outreach methods, including outbound and inbound calls and email. Our Director of Operations would place special emphasis on customer care, fulfillment quality management, workforce planning (including recruiting, coaching, and training), and efficiency in operations. A strong leader with experience in continuous improvement would do well in this role; excitement about and experience in scaling an organization and building a team is a must.

The Director of Operations is a senior leader in the Verify Today organization and must have experience in managing a cost-center.They are expected to lead strategic planning for this department, working with the rest of the executive team to build, sustain, and optimize this core business function.



ESSENTIAL JOB FUNCTIONS

Operational leadership

• Lead a team of managers / team leaders to successfully deliver high quality, customer-focused, cost effective, and efficient service.
• Build a best-in-class operational organization where the team takes great pride in providing top-notch customer service and fulfillment.
• Provide oversight for training, professional development, quality, and operational oversight for staff; evolve and oversee training programs and quality initiatives to ensure delivery of best-in-class customer service while following process, policies, and procedures.
• Be able to identify key processes, create process flows and documentation to standardize work and enable continuous improvement.
• Create a strong culture in the center to drive employee engagement and commitment to the customer vision; establish an environment that is diverse, inclusive, fun, and engaging.
• Serve as the problem resolution lead/owner with servicing and technical issues.
• Identify, track and report on necessary Key Performance Indicators (KPIs), metrics and reports that enable visibility and improvement in efficiency and customer experience.

Strategic leadership

• Provide leadership and direction for creation and execution of all manual verifications policies and practices.
• Responsible for development and administration of department budget to attain business goals with operational stability.
• Instrumental in talent efforts to ensure the right employees are hired and retained; monitor staffing and workforce management performance, forecasting when staffing levels are insufficient or in surplus of average inbound volume demands.
• Function as the problem resolution champion, able to pull together technical and non-technical resources and leaders to solve issues during an emergency.
• Work with the executive team to meet emerging needs and opportunities through improved department capabilities.

REQUIRED SKILLS AND EXPERIENCE

• Bachelor’s Degree
• Extensive experience (10 ) in a call center environment with a wide range of customer outreach modes (including inbound and outbound calls).
• 5 years of leading 25 employees with a minimum of 4 direct reports

• 
  Knowledge of workforce management techniques, budgeting, call flow optimization, and staffing models.
• Demonstrable experience in optimizing call center related KPIs, including handle times and first-call resolution rates.History of improving call center performance.
• Strong process improvement background; demonstrated experience in leading continuous improvement projects.
• Experience in creating and maintaining a department budget.
• Extensive experience in recruiting, hiring, and training call center personnel.
• Ability to lead through change while maintaining the highest level of performance.