Overview

Emerge is a fast-growing global staffing and recruiting
enterprise firm based in Rochester, NY. We engage candidates’ skills,
competencies, interests, and cultural fit to drive engagement and retention at
our client companies. For over 20 years, we have placed more than 20,000
candidates in sales, marketing, technology, and customer service roles at all
levels throughout our clients’ organizations.

We
are seeking an experienced Director of Operations with a strong background in
call center/event management, leadership experience, and a solid
understanding of technology. The ideal candidate must have experience in business development, driving analytics, and a proven track record of
managing multiple clients along with
service delivery on numerous programs and global teams. Can thrive in a fast-paced, dynamic environment and adapt
to change quickly.

Job Responsibilities

1. Leadership and Team Management:

• Lead, mentor, and motivate a diverse team of
  managers and frontline staff in a virtual contact center environment.
  
• Establish performance metrics, KPIs, and goals
  for the team to drive productivity and quality standards.
  
• Provide ongoing coaching and development to team
  members to foster a culture of continuous improvement and professional growth.
  

• Oversee the day-to-day operations of the Managed
  Services Team, ensuring efficient service delivery and adherence to SLAs.
• Identify opportunities to optimize processes,
  improve workflows, and enhance operational efficiency.
• Implement best practices and standards to
  maintain high levels of service quality and customer satisfaction.

• Serve as the primary point of contact for key
  clients, building and nurturing strong relationships to understand their needs
  and expectations.
• Collaborate with cross-functional teams to
  develop and execute service strategies that align with client objectives and
  drive value.
• Proactively address client concerns, escalate
  issues as needed, and drive resolution to ensure client satisfaction and
  retention.

• Assess current processes and workflows to
  identify areas for improvement and optimization.
  
• Develop and implement initiatives to standardize
  processes, increase automation, and streamline operations.
  
• Monitor performance metrics and operational data
  to track progress and measure the impact of process improvements.
  

5. Strategic Planning:

• Work closely with senior leadership to develop
  and execute strategic plans and initiatives to support business growth and
  expansion.
  
• Provide insights and recommendations based on
  data analysis, industry trends, and client feedback to drive strategic
  decision-making.
  

Qualifications

• Bachelor's degree in Business Administration, Management, or
  a related field. MBA preferred.
• 5-8 years of experience in operations management, with a
  focus on managing people in a virtual environment.
• Proven track record of success in client services, with
  experience in building and maintaining client relationships.
• Excellent leadership and communication skills, ability to
  inspire and motivate teams.
• Proven track record of implementing process improvements and
  driving operational excellence, particularly in the tech industry.
• Excellent communication and interpersonal skills, ability to
  effectively collaborate with internal and external stakeholders.
• Solid understanding of technology, including call center
  software and CRM systems.
• Experience in business development, managing multiple
  clients/programs, and strong analytics.
• Ability to develop and execute strategic plans, drive
  operational excellence, and achieve business objectives while managing remote
  teams.
• Strong analytical skills and experience in process
  optimization and continuous improvement methodologies (e.g., Lean, Six Sigma).
• Collaborate with a wide range of partners
  across various categories, including resellers, system integrators, independent
  software vendors, and technology partners.
• Working knowledge of the technology industry or Managed Services experience. 
  

Work Environment

• Remote with ability to travel, flexible to travel at least 25% (possible international)
  
• Hiring Location, US and Canada
  
• Salary range $100k – $120k (based on experience level)
  
• We offer a competitive benefits package

Emerge
seeks, in all its operations, to employ individuals for available positions
based on their qualifications, working knowledge, and competency. Emerge has a
continuing commitment to ensure that fair and equal employment opportunities
are extended to all qualified persons without regard to race, color, religion,
sex, gender, sexual orientation, national origin, ethnicity, alienage,
citizenship or immigration status, age, mental or physical disability, medical
condition, pregnancy, military/veteran status, predisposing genetic
characteristics, familial status, marital status, domestic violence victim
status, or based on their relationship or association with members of a
protected class or any other protected classification, in accordance with
applicable federal, state and local laws.. Emerge is committed to diversity in
its most inclusive sense.

By
completing an application with us, you seek to join a team of hardworking
professionals dedicated to consistently delivering outstanding service to our
customers and contribute to the financial success of the organization, its
clients and its employees. Equal access to programs, services and employment is
available to all qualified persons. Those applicants requiring accommodation to
complete the application and/or interview process should contact our Emerge
Recruitment Office.