Director-Operations Support (Market Research)

Synovate is the world's most curious company. We're market researchers! Our job is to learn what people like, and why they like the things they like. The work we do at Synovate is continuously stretching the definitions of conventional research. We operate across 6 continents, in 51 countries and 24 time zones.

 

 

POSITION SUMMARY:

The Director, Operations Support provides overall leadership and direction to the North American call center facilities.  Primary focus on developing, establishing and maintaining adherence to a consistent TRS Management system based on proven standard operating procedures for telephone data collection throughout North America, ensuring achievement of TRS and Synovate goals and objectives.  Leads the effort for continuous process improvement, driving continued gains in operational efficiency and effectiveness.

 

RESPONSIBILITIES:

· Provides overall leadership in the development and implementation of telephone data collection best practices and tools that are consistent with business strategy and leveraged across facilities.

· Partners with TRS leadership and process owners to identify, develop, and document standard operating procedures utilizing a consistent format

· Manage rollout of new standard operating procedures and process changes to ensure consistent understanding and implementation

· Provide on-going support and administration of standard operating procedures

· Oversees the development of process improvements for telephone data collection to maximize cost efficiencies and savings.

· Develop and manage a structured approach for identifying root causes and providing resolution to key performance indicators that are not meeting targets.

· Create and establish a facility audit/review process to ensure compliance to the management system, addressing gaps as they are identified.

· Create SLAs with internal and external key suppliers and manage overall performance to expectations

· Provides consultation; participates in presentations and proposals to address client issues.

· Generates reports/presentations to senior management which address business issues, as required.

· Stays current on trends and developments as it relates to call center operations.

 

REQUIREMENTS:

· Bachelor’s degree, preferably in business, marketing, computer science or related field

· Minimum of 7 years of research or call center experience with an emphasis on telephone data collection, telecommunications, or telephony.

· Six Sigma Green or Black Belt certification preferred

· Background in quality methodologies – COPC, ISO, etc…

· Strong leadership skills and an ability to work with TRS leadership team.

· Full understanding in call center and CATI business solutions, systems, and methodologies.

· Strong negotiation skills and ability to influence team members without direct leadership responsibility.

· Strong decision making ability that is supported by excellent analytic and creative problem solving skills.

· Demonstrated project management skills

· Excellent communication and presentation skills with the ability to effectively interact with external clients as well as all levels within the organization.

· Complete understanding of telephone data collection policies and practices as they relate to the organization.

· Knowledge of industry practices and developments as they relate to survey research sector.

 

Please apply to this position by sending your resume to REC1@synovate.com .

Please indicate the title and reference number for the position that you are applying to in the subject line.

 

*****NO RELOCATION PROVIDED----LOCAL CANDIDATES ONLY*****

 

We are proud to be an EEO/AA employer M/F/D/V.