Director of Operations in Denver, CO at Startek

Date Posted: 7/13/2020

Job Snapshot

  • Employee Type:
  • Location:
    Denver, CO
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Position Summary:  Oversees, manages, and directs efficiencies of operations for a large client(s) and at regional VP level the regional operations organizations or client(s). 

  • Oversees, manages, and directs efficiencies of operations for a large client(s) and at regional SVP level the regional operations organizations or client(s). 

    • Oversees profitability and directs efficiencies of the operations organization for a large client or Line of Business (LOB).  Ensures client contractual expectations and metrics are met.

    • Manages Directors and Senior Directors, fostering teamwork and cooperation among the sites.

    • Responsible for strategy creation, implementation, for all sites supporting the client or LOB. Participates in the preparation of strategic plans for the organization.

    • Drives corporate culture and values throughout assigned sites.

    • Positively represents the company to various communities, leads community relationship building and involvement efforts with community leaders.

    • Supports sales efforts by leading site visits and presenting to potential clients. 

    • Oversees development of new business processes and/or enhancing existing business processes at a national level as well as local operations.

    • Prioritizes, identifies issues, and develops solutions across all functional areas impacted by the support organizations within the regional organization.

    • Develops, leads, and maintains effective team and interpersonal relationships across a broad range of people and groups.

    • Establishes clearly defined department and individual goals for direct reports.

    • Provides continual communication and coordination of functional activities to departments to ensure client expectations are significantly exceeded.

    • Facilitates and encourages cross-organizational collaboration in all matters of support delivery initiatives.

    • Proactively communicates and plans for overall performance enhancement of the organization.

    • Leads initiatives for appropriate updates to documentation and develops operational support policies and procedures to ensure appropriate updates.

    • Demonstrates leadership abilities with business units, using appropriate influencing and consensus building skills and managing expectations.

    • Develops budget for overall support functions.

    • Resolves issues to prevent organizational barriers.

    • Participates in the preparation of strategic business plans for the organization.

    • Ensure Operations teams get proper support and tools from support teams.

    • Facilitate key personnel and development opportunities for management staff. As well as facilitate Strategy Deployment cascading for regional sites.

    • Interface with and establish solid relationships with client.

Job Requirements

  • Five (5) to seven (7) years experience in call center environment and three (3) years’ experience in management capacity leading cross functional and multi state teams.  BPO industry background is preferred.

  • Bachelor’s degree (BA/BS) from a four-year college or university or equivalent combination of education and related experience.

  • Master’s degree (MA/MBA) preferred.

  • Effective problem solving skills used to identify and resolve day-to-day operation and employee relations problems. 

  • Demonstrated leadership skills to effectively develop and lead a high performing team in meeting function/department/company short-term goals and objectives.  Ability to take charge and get results within a team environment.

  • Demonstrated ability to resolve differences impartially and bring issues to a positive resolution.

  • Demonstrated change management aptitude and ability.  Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes.

  • Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility.  Ability to translate diverse pieces of information into meaningful conclusions and results.

  • Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations of the organization and ensure needed business outcomes.

  • Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing and adopts writing style and language to fit the situation/audience. 

  • Knows the business and the mission-critical technical and functional skills needed to do the job; understands various types of business propositions and understand how businesses operate in general; learns new methods and technologies easily.

  • Takes on all issues, challenges and people; comfortably confronts and works through conflict; delivers negative feedback and messages without hesitation deals promptly and fairly with problem performers; lets everyone know where they stand; thrives in crises and is energized by tough challenges; not afraid to make negative decisions and take touch actions; challenges the status quo.

  • Demonstrated ability to formulate and actualizes short-range plans to implement business strategies

  • Travel may be required to attend work related meetings and training sessions.

  • May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects.

  • Required to read and follow all company policies and procedures.

  • Able to maintain a regular work schedule to meet the needs of the business.

  • Support and model the company values.

  • Ability to work regular; predictable attendance is a requirement.

“STARTEK is an Equal Opportunity Employer”


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