Director of Operations, ASL Now

The Director of ASL Now Operations is the operational engine of ASL Now, translating strategic direction into daily execution. Reporting to the Vice President of Operations, the Director oversees the core operational systems that define the ASL Now virtual contact centers, ensuring that people, processes, and performance systems consistently meet service level agreements, customer experience standards, and compliance obligations.  This position leads workforce management, training, operational compliance, performance improvement, and agent engagement efforts, managing and coaching virtual center leadership and other frontline leadership roles. The Director is both a systems thinker and an executor, focused on operational efficiency, quality delivery, and ensuring frontline teams are supported to provide exceptional Deaf-centered customer service

• Oversee workforce planning, forecasting, staffing scheduling, and real-time operational adjustments to meet service level requirements. 
• Track and report on key performance indicators (KPIs), including ASA, FCR, AHT, and CSAT.
• Own the quality assurance framework, ensuring regular evaluation of customer interactions, consistent application of performance standards, and timely follow-up for coaching and improvement.
• Lead the implementation of service rollouts (e.g. new systems, tools, workflows, policies), working with the Virtual Center Manager to include training, communications, and adoption tracking.
• Develop and implement retention strategies, and oversee performance evaluations, including promotions, coaching, and terminations. 
• Advise the training team on developing onboarding and ongoing skill development programs. 
• Evaluate training effectiveness and ensure alignment with compliance, customer experience, and operational efficiency goals. 
• Implement and monitor full data security and privacy protocols (e.g., HIPAA, PII, or ADA) ensuring agent workflows meet all legal and contractual requirements.
• Ensure ASL Now meets all Service Level Agreements (SLAs) for contracts. Collaborate with business development, procurement, and compliance teams, provide contract performance reports, and oversee training on compliance policies
• Lead continuous refinement of workflows to eliminate inefficiencies, improve consistency, and reduce operational drag.
• Foster a positive and motivated workforce through recognition and engagement initiatives. This will be done by conducting regular performance evaluations of supervisors and frontline staff. 
• Manage crisis response training and lead operational components of emergency planning in coordination with the VP of Operations. 
• Collaborate with client-facing teams to support contract implementation, customer journey alignment, and performance reporting. 
• Manage Tier 2 and 3 customer escalations that require high-level intervention and identify and implement improvements in the customer journey. 
• Partner with IT, Product, Business Development, and Compliance teams to ensure operational needs are supported by the right tools, policies, and resources.
• Working with the Virtual Center Manager, utilize data analytics for call volume trends and staffing optimization. 
• Monitor and manage operational costs, including labor expenses and overtime.
• Other duties as assigned. 

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies: 

• Extensive knowledge of call center or contact center operations, workforce management principles, and customer service best practices. 
• Experience conducting root cause analysis to identify breakdowns in operations and implement preventative measures
• Strong understanding of compliance and regulatory requirements in an operational setting (e.g., data privacy, security protocols). 
• Demonstrated ability to lead, mentor, and develop a large operational team, including supervisors and frontline staff. 
• Proficiency in using CRM systems, workforce management tools, and data analytics platforms to drive operational efficiency. 
• Exceptional analytical skills to identify trends, forecast needs, and make data-driven decisions to optimize performance and control costs. 
• Excellent communication skills (written and verbal) to effectively interact with all levels of staff, senior leadership, and external stakeholders. 
• Proven problem-solving abilities to identify operational bottlenecks, implement process improvements, and manage critical incidents. 
• Ability to manage multiple priorities in a fast-paced, dynamic environment. 
• Strong organizational skills with meticulous attention to detail, particularly in compliance and reporting. 
• Strategic thinking with a focus on operational execution and continuous improvement

Qualifications

• Bachelor’s degree in business administration or related field from an accredited college or university, or equivalent professional experience
• 5 - 10 years of progressively responsible professional experience 
• A minimum of 5 years of experience with contact center operations (video call centers highly preferred)
• A minimum of 5 years of experience leading teams 
• Ability to communicate effectively using American Sign Language (required)