Work at Home (WAH) Operations Director

Description

Afni is hiring a Work at Home (WAH) Operations Director who manages the end-to-end operations of one or more Afni WAH programs focused on delivering client and internal performance results. This influential role is crucial to Afni’s success as we continue to grow our virtual workforce. Afni offers a competitive compensation package with annual bonus and great benefits. If you are a successful contact center leader with proven experience leading virtual teams, we would love to hear from you!

What you will be doing :

• Be aligned with Afni Core Values. Provide engaging, balanced, and proactive leadership for remote teams of managers and coaches.
• Drive internal and client quality / sales performance results by analyzing data, drilling to root causes, and implementing effective improvement plans as necessary.
• Build strong professional and trusting relationships with clients and internal business partners. Maintain open lines of communication, be responsive, accepting of feedback, and self-empowered to share ideas and craft solutions.
• Assemble and present business reviews for internal stakeholders and clients as necessary. Have a deep understanding of the material being presented.
• Actively manage the budget by ensuring staffing levels are maintained, costs controlled, and resources redistributed as needed.
• Track individual performance and ensure timely delivery of annual performance appraisals at all levels.
• Will be part of a strategic leadership team focused on continuous improvement of our WAH model. Based on prior experiences will share best practices, new ideas, and solutions to streamline our WAH operations.

Requirements

What you will need :