Director, Operation Solutions
at Qualfon

Date Posted: 1/5/2020

Job Description

Job Function:

The Director, Operations Solutions will be responsible for building and maintaining the client relationship through his/her own interaction and by leading and working closely with our clients. Uses a thorough understanding of the clients' business needs, coupled with an in-depth knowledge of our company's capabilities. Will partner with other operation leaders to solve for complex issues that might surface. This position will manage inbound and outbound sales programs within our healthcare vertical.  

Responsibilities:

  • Develop and maintain client relationships at a senior level to solidify strategic positioning between our company and clients
  • Align client services team to meet client-specific needs
  • Work closely with Operations and Talent Acquisition to ensure we are hiring effective talent
  • Simplify processes and integrate multi-site operations
  • Develop, interpret and communicate SOP's & KPI's to ensure highest level of client satisfaction
  • Bring recommendations to management regarding staffing and continuous improvement
  • Revenue, project profitability tracking, forecasting and client reporting
  • Collaborate with other internal departments (Sales, Finance, Account Management, IT, Operations) to ensure seamless interaction with Client Services from initial sales presentation to migration, implementation and fulfillment of services
  • Conform to company safety and security policies and practices, and promote a secure and safe work environment. Full compliance with companies auditing policies and procedures

Qualifications:

  • 8 years of management experience in a client facing management role
  • Experience managing inbound and outbound sales teams
  • BPO experience preferred
  • College degree preferred
  • Experienced in workflow and job management
  • Strong skills in communication (written and verbal), problem solving, analytics, SLA & KPI tracking, financial tracking and time management

Knowledge, Skills & Abilities:

  • Ability to work independently and be proactive
  • Ability to delegate and distribute responsibilities
  • Ability to manage staff to meet deliverables
  • Must be assertive and have the ability to prioritize in a multi-tasking environment
  • Be a strong contributor to the management team
  • Detailed-oriented with strong organizational and negotiating skills
  • Strong written and verbal communication
  • Strong time management skills
  • Strong analytical thinking and processing capabilities
  • Proficiency with Job Management, Order Entry and Production systems
  • Microsoft Office products (Outlook, Word, Excel, Power Point, Visio, Project)

Job Snapshot

  • Employee Type: Full-Time
  • Location: Remote, OR
  • Job Type: Management
  • Experience: At least 8 year(s)
  • Date Posted: 1/5/2020

About Us

Your Qualfon career starts right here. Qualfon is growing and we are seeking individuals that are looking to grow with us. Our foundation is our people and they are the primary reason we exist… to create opportunity. Opportunity for a new job, opportunity to have a fun and respectful work environment, opportunity to receive the support that you need both personally and professionally to grow in your own life’s vocation, and the opportunity to be a part of something bigger… the Qualfon family and the communities in which we live and work.

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