Director, Operations

Let's tomorrow, together.

At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.

Sound like the right fit? Your tomorrow looks bright at Ubiquity.

Your Role:

Director for Operations is responsible for the day-to-day operations. Will oversee operations managers and a program with more than 500+ headcount both agents and supervisors with responsibility for program P&L. Will closely be working day to day with clients as well as cross-functional partnership with support groups such as workforce management, MIS, Quality, Training and Analytics. Responsible for meeting program-level KPIs, client satisfaction and financial targets.

The Responsibilities:

• Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.
• To proactively maintain regular engagement with key client contacts in line with client expectations.
• Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures
• Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
• Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
• The continuous identification implementation of operational best practice through interaction with the wider team
• Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.
• Selecting, effectively managing and coaching Operations Managers
• Execute a well-defined Communication and Engagement model in place to ensure all their teams understand the performance of our business and also that they understand the needs of their teams
• Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key work stream
• Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call center management experience is essential to be a success in this role
• Setting and reviewing of organizational / productivity objectives in line with the commercial contract
• Managing Client Engagement
• Responsible for Business Continuity
  
  

Ideal Candidates

• Have a good working knowledge and experience of payment disputes and chargeback processes
• Extensive experience working directly with clients
• Experience managing teams remotely
• Experienced in managing complex processes and programs with more than 500+ headcount
• High numeracy and analytical skills
• Hands-on and can-do attitude
• Detail-oriented
• Willing to work on a night shift
  
  

What We Do.

Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.

Come as U are, because U Matter at Ubiquity.

We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.