Executive Director of Operations

Description

Who are we?

At OKIN Process, a BPO provider, we take great pride in enhancing operations for our clients. As part of our team, you can look forward to a lively and dynamic atmosphere that prioritizes a people-first philosophy. We offer professional outsourcing solutions that help our clients focus on what distinguishes them in the market by supplying a wide array of front and back-office expertise and resources. We are the trusted partner for our clients in optimizing their business processes.

Job Type: Salary 

Pay: $110,000 - $130,000 annually

Schedule: Day Shift, Monday-Friday 8AM-5PM

Work Location: On-site

Summary:

As the Executive Director of Operations for OKIN, you will fulfill a senior leadership role. This role will focus on strategic oversight, driving operational excellence, and ensuring alignment with organizational goals, reporting directly to the Vice President.

Key Responsibilities Include:

• Provide executive leadership and strategic direction for call center/contact center operations, including oversight of daily functions, multi-channel customer interactions (phone, email, chat), and performance across one or more sites.
• Develop and execute operational strategies to enhance efficiency, customer experience, and business outcomes; align with broader company objectives.
• Monitor and optimize core KPIs such as service level, AHT, FCR, CSAT/NPS, abandonment rate, occupancy, quality assurance scores, and agent performance metrics.
• Manage budgets, resource allocation, forecasting, cost control, and vendor relationships; often includes partial or full P&L responsibility in larger setups.
• Lead process improvements, technology implementations (CRM, IVR, WFM tools, omnichannel platforms), automation initiatives, and continuous improvement efforts.
• Build, mentor, and lead teams of directors, managers, supervisors, and frontline staff; focus on talent development, culture, training, and high-performance environments.
• Ensure regulatory compliance, risk management, quality standards, and cross-functional collaboration (with IT, sales, finance, or client partners).
• Drive customer-centric outcomes, revenue support (in sales-oriented centers), and scalability for growth or multi-site operations.

Skills and Expertise:

• In-depth knowledge of BPO Center, call center metrics, workforce management, quality programs, and performance analytics.
• Proven ability in strategic planning, change management, process optimization, and technology integration (ACD, CRM, dialing systems, analytics tools).
• Strong leadership, team building, communication, and interpersonal skills to motivate large teams and collaborate cross-functionally.
• Budgeting, financial acumen, and experience with cost optimization while maintaining or improving service levels.
• Analytical mindset for data-driven decisions; familiarity with compliance, quality assurance, and customer experience frameworks.
• Track record of achieving quantifiable measurable improvements in KPIs, employee engagement, and customer satisfaction.

Benefits:

• 401(k) matching (4%)
• On-Demand Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability Insurance
• Life Insurance
• Voluntary Benefits
• Employee Assistance Program
• Employee Discount Schedule
• Flexible Spending Account
• Life Insurance
• Paid Time Off
• Paid Training

Requirements

10+ years in progressive leadership within call center, contact center, or customer service operations, including 5–8+ years in senior management roles (Director or higher). Experience managing large teams (200+ agents/seats) or multi-site operations is common; prior roles often include Call Center Manager, Operations Manager, or Director of Operations.

This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at OKIN Process will know no limits! Eager to know more? Become a part of our team!