Associate Director

Associate Directors oversee operations in a remote Customer Service/Patient Care facility with the expectation to drive optimal performance for inbound, outbound and Backoffice Operational Processes such as chats, emails and SMS and/or blended environment. Their Goal is to meet Client's SLs requirements, any contractual obligations as well as meeting CCDs Company Objectives and financial goals assigned to the role. Be a strategic thinker, inspiration and motivator to the Operational Team to ensure operational efficiency through engagement and demonstrating continuous improvement.
What You’ll DoActively Participate in strategic meetings to influence in agreements needed and/or made (Clients, Offsites, Strategic Planning, Problem Solving, etc.).Achieve/Sustain CCD Company goals (Corporate OKRs), operational and client performance expectations for each LOB assigned.Employee Engagement and Development driving our 5 Core Values in everything we do using our Elevate Performance with Care Model.Review and analyze all relevant reporting towards strategic decision making.Analyze financial impact results (Hours expected vs Hours Invoiced), identify root cause and take necessary measures to improve when need. Also, efficiently manage assigned engagement budget.Meet/Sustain Financial Operational targets by ensuring FTE expectations, that the employee incentive structure is relevant to the operation and that all invoices are reviewed for accuracy and approved in a timely fashion per LOB for submission.Take action on any operational target during LOB Onboarding or presented by a Client Escalation, Customer Success Director or contractual addendum change.Support Performance Excellence and/or Training improvement initiativesMeet and liase with Customer Success in all Client Operational meetings (Business Reviews) with the goal to sustain trust in our managerial process.Develop motivation campaigns.
What We’re Looking ForPost Graduate or Masters Degree Desired. Bachelors Degree Required, preferably in Business Administration, Industrial Engineering or related field of study, Finance and/or Economics.5+ years of BPO/KPO Service Knowledge, preferably in leadership role or similar role.Advance English (written and spoken)Strong interpersonal skills and ability to effectively communicate and collaborate with teams across the entire organization.PC Skills and Knowledge of computerized information systems used in BPO/KPO industries.Leadership Skills.Analytical Skills.Performance Management Skills.
Why Join CCD?Be part of a growing, high-performance organizationOpportunity to influence talent development and business resultsCollaborative environment with strong cross-functional exposureContinuous growth and leadership development opportunities
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