Executive Director of Operations at OKIN Process, Inc.

San Antonio, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Jun, 26

Salary

130000.0

Posted On

25 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Executive Leadership, Operational Excellence, Call Center Operations, Contact Center Operations, Multi-channel Customer Interactions, KPI Monitoring, Budget Management, Cost Control, Process Improvements, Technology Implementations, Team Leadership, Talent Development, Regulatory Compliance, Risk Management, Customer-Centric Outcomes, Strategic Planning

Industry

Outsourcing and Offshoring Consulting

Description

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!

Responsibilities

The Executive Director of Operations will provide executive leadership and strategic direction for call center/contact center operations, overseeing daily functions, multi-channel interactions, and performance across sites. This role involves developing and executing operational strategies to enhance efficiency, customer experience, and business outcomes while aligning with organizational goals.