At a Glance
- Tasks: Lead and optimise global operations for a top customer experience company.
- Company: Foundever®, a leader in the customer experience industry with 150,000 associates worldwide.
- Benefits: Competitive salary, director bonus, hybrid work, and travel opportunities.
- Other info: Collaborative culture with opportunities for professional growth and development.
- Why this job: Drive operational excellence and make a real impact across multiple business units.
- Qualifications: 7-9 years of industry experience, including contact centre management.
The predicted salary is between 80000 - 100000 € per year.
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
The Director of Operations is a key leadership role responsible for overseeing and optimizing the organization’s operational strategies and processes across multiple business units. This position plays a crucial role in ensuring operational excellence and alignment with the organization’s strategic goals. The Director will lead cross-functional teams to drive efficiency, enhance productivity, and foster a culture of continuous improvement.
Primary Job Responsibilities- Responsible for the successful operation of customer contact management operations not necessarily at a site.
- Responsible for developing and implementing operational policies and procedures, managing budgets and monitoring key performance indications to assess operations performance.
- Collaborates with senior leadership to identify and implement process improvements, facilitate effective allocation of resources and stakeholder engagement.
- Maintains relationships with internal and external partners to ensure operational practices align with industry best practices and compliance standards.
- Manages both human and material resources.
- Provide strong support for the long-term strategies of the organization.
- Instrumental in translating the company’s vision into actionable strategies.
- Collaborating with senior leadership, they help define long-term goals and develop comprehensive plans to achieve them.
- Supports Foundever and clients in achieving service, quality and contribution goals.
- Demonstrates sound fiscal management in achieving profitability goals.
- Leading and motivating the team and communicating effectively.
- Monitoring associate conduct, performance, and attendance against company standards; providing coaching/direction, documenting meetings and applying processive counselling in accordance with company policy as required.
- Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role.
- Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
- Protect company equipment assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement.
- Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in confidentiality, integrity or availability of Information assets as per the Company’s policy.
- Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and jurisdictional requirements.
- 7-9 years of industry-related experience, including 2-4 years of contact centre managerial experience.
- Minimum – 4 year college degree or equivalent directly related work experience.
- Ability to lead and inspire teams, fostering a culture of excellence and accountability.
- Capability to develop and implement long-term business strategies to drive operational efficiency and effectiveness.
- Expertise in managing multiple projects, ensuring they align with organizational goals and are delivered on time and within budget.
- Proficiency in budgeting, forecasting, and financial analysis to drive cost-effective operations.
- Experience with methodologies to streamline processes and enhance productivity.
- Strong problem-solving and analytical abilities to assess operations and make data-driven decisions.
- Excellent verbal and written communication skills for effective interaction with stakeholders at all levels.
- Experience in managing organizational change and driving adoption of new processes and technologies.
- Ability to work effectively across different departments and teams to achieve common goals.
- In-depth understanding of the specific industry in which the company operates, including market trends and competitive landscape.
- Familiarity with operational tools and software that enhance productivity and reporting.
- Proven track record in managing diverse teams.
- Knowledge of talent management practices, including hiring, training, and performance management.
- Competitive Salary plus Director bonus.
- Location: UK or Portugal (Hybrid twice a week on-site).
- Frequent travel required between UK, Portugal and Canada.
Global Operations Director employer: Sitel Corp.
Foundever® is an exceptional employer that prioritises employee growth and development within a dynamic and innovative work culture. With a competitive salary and director bonus, along with the flexibility of a hybrid working model, employees are empowered to thrive in their roles while collaborating with cross-functional teams across the globe. The opportunity to lead operational strategies for renowned brands in a supportive environment fosters both personal and professional advancement, making Foundever® a rewarding place to build a career.
StudySmarter Expert Advice🤫
We think this is how you could land Global Operations Director
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream role.
✨Tip Number 2
Prepare for interviews by researching Foundever® and understanding their operational strategies. We want to see you shine, so practice common interview questions and think about how your experience aligns with their goals. Show them you’re the perfect fit!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. We recommend mentioning something specific from your conversation to show you were engaged and genuinely interested.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s make it happen together!
We think you need these skills to ace Global Operations Director
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Global Operations Director role. Highlight your relevant experience in managing operations and leading teams, and don’t forget to showcase your achievements in driving efficiency and productivity.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for Foundever. Mention specific examples of how you've implemented operational strategies and improved processes in your previous roles.
Showcase Your Leadership Skills:As a key leadership role, we want to see how you lead and inspire teams. Share examples of how you've motivated your team, managed change, and fostered a culture of excellence in your past positions.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Sitel Corp.
✨Know Your Operations Inside Out
Before the interview, dive deep into Foundever's operational strategies and recent initiatives. Familiarise yourself with their customer experience solutions and how they align with industry best practices. This will help you demonstrate your understanding of the role and how you can contribute to their goals.
✨Showcase Your Leadership Style
Be prepared to discuss your leadership approach and how you've successfully managed cross-functional teams in the past. Share specific examples of how you've inspired teams, driven efficiency, and fostered a culture of continuous improvement. This will highlight your capability to lead in a dynamic environment.
✨Prepare for Financial Discussions
Since the role involves budgeting and financial analysis, brush up on your financial acumen. Be ready to discuss how you've managed budgets in previous roles and any cost-saving initiatives you've implemented. This will show that you can handle the fiscal responsibilities of the position.
✨Engage with Questions
At the end of the interview, don’t shy away from asking insightful questions about Foundever’s future strategies and operational challenges. This not only shows your interest in the company but also gives you a chance to assess if the role aligns with your career aspirations.
