Director, Operations

January 15

⛰️ Colorado – Remote

Although this job is listed in Colorado, this company may be open to hiring remote in other states.

💵 $125k - $175k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

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Sonsio Vehicle Protection

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Sonsio Vehicle Protection is a leading provider in the automotive industry, offering a comprehensive range of vehicle protection plans. Since its inception in 1984, Sonsio has been protecting vehicles with programs that cover Tire Road Hazard Protection, Appearance Packages, Parts & Labor Warranties, Mechanical Advisory, and more. Their services are designed to provide affordable and valuable coverages that ensure vehicle safety and maintain their resale value. Sonsio is also involved in the NTT INDYCAR SERIES as a primary sponsor, showcasing their commitment to motorsports and the vehicle protection industry.

Road Hazard Programs • Tire & Wheel Protection Programs • Parts & Labor Warranties • Roadside Assistance • Call Center & Live Chat with ASE Certified Technicians

51 - 200 employees

Founded 1984

🚗 Transport

📋 Description

• Direct and Oversee Call Center Operations/Activities • Oversee and ensure customer service policies, objectives, and initiatives are in place and adhered to. • Lead call center operations including implementation of training programs for the call center operators. • Responsible for performance targets for speed, efficiency, and quality for the call center personnel. • Ensure Call Center Managers & Supervisors are properly recording statistics, user rates and performance levels of the call center representatives. • Focus on the attainment of Key Performance Indicators (KPIs). • Subject Matter Expert and final step in the escalation process for the most complex customer complaints or inquiries. • Communicate with Managers, supervisors, team leaders, operatives, and third parties to gather information and resolve issues within the call center. • Establish a program for supervisors to monitor calls on a regular basis to ensure quality controls met. • Develop and maintain professional working relationships with all client representatives. • Lead enhancement efforts of performance by raising efficiency through identifying potential new hardware and/or software.

🎯 Requirements

• Bachelor’s Degree preferred and/or equivalent work experience • Minimum of 10 years professional work experience required • Minimum 8+ years contact center management experience required • Tire industry or auto industry experience preferred • Experience managing high performing contact center team required • Excellent leadership and facilitation skills • Excellent communication/presentation skills • Strong analytical capabilities

🏖️ Benefits

• paid time off • medical • dental • vision • 401k match (50% on the dollar up to 7% of employee contribution)