Position Overview:
We are seeking a Remote Chief Operating Officer (COO) / Integrator / Operations Specialist to report directly to Visionary/ CEO and help bridge strategy and execution across all functional areas of the business. This role is essential to ensuring strong alignment between sales, finance, marketing, and client success teams. You will streamline processes, optimize resource allocation, and ensure that every part of the business operates cohesively and efficiently. Working closely with the CEO, Sales Manager, Finance Manager, and the rest of the leadership team, you’ll bring discipline and structure, ensuring that we deliver exceptional results for our clients and continue our trajectory of healthy, sustainable growth.
About CCDocs:
The Call Center Doctors (CCDocs) is a trailblazer in the call center industry, with a legacy of building nearly 250 call centers across diverse verticals. Since our founding in 2021, we’ve specialized in creating efficient, scalable, and results-driven sales operations for small and mid-sized businesses.With experience spanning industries like Solar Contact Centers, Mortgage Refinance, Merchant Cash Advance, Time Share Exits, and Commercial Cleaning, CCDocs combines over eight years of expertise with a commitment to maximizing client conversions and reducing lead costs. Today, we support around 1,000 representatives across the call centers we’ve developed, ensuring streamlined operations and exceptional results for our clients.
Why Work With CCDocs?
- Work from home flexibility: Enjoy the freedom to work remotely, ensuring a better work-life balance while maintaining productivity and collaboration.
- Innovative Leadership: Be part of a company that sets the standard for building and optimizing call center operations.
- Growth Potential: Contribute to scaling businesses across industries with measurable success and meaningful impact.
- Dynamic Team Environment: Collaborate with a seasoned team dedicated to delivering best-in-class results.
- Industry Expertise: Leverage the company’s deep-rooted knowledge to develop transformative processes.
- Commitment to Excellence: Join a company that prioritizes client success and operational efficiency at every level.
Key Responsibilities
Operational Leadership
- Oversee and manage the daily operations of CCDocs to ensure alignment with the company’s strategic goals.
- Act as a central integrator to unify teams, enhance collaboration, and drive organizational efficiency.
Change Management & Continuous Improvement
- Anticipate operational challenges, proactively propose solutions, and navigate change with a calm, solutions-oriented mindset.
- Use insights gained from data, team feedback, and client outcomes to iterate on processes, systems, and structures.
Process Development and Optimization
- Analyze existing workflows and implement streamlined processes to reduce inefficiencies.
- Introduce and enforce Standard Operating Procedures (SOPs) to improve consistency and quality.
Team Management
- Lead, mentor, and empower department heads and teams to achieve operational and sales targets.
- Establish clear roles, responsibilities, and expectations across all teams.
Team Development & Culture Building
- Recruit, mentor, and retain high-performing team members who show our core values impact, grit, focus, patience, growth.
- Champion professional development opportunities, fostering an environment of growth, grit, and tenacity.
Performance Monitoring
- Define and monitor key performance indicators (KPIs) to track success and identify areas for improvement.
- Utilize data insights to inform strategic decisions and drive performance enhancements.
Client Success and Collaboration
- Build and maintain strong relationships with clients to ensure consistent satisfaction and long-term partnerships.
- Drive innovation by introducing tools, techniques, and processes that optimize service delivery.
Implement SCALEable™.
- Along with Camel Tech team, implement and retain SCALEable™ framework.
- Ensure effective scorecard review, issue resolution meetings.
What We’re Looking For
- Experience: Minimum of 5 years in operations leadership, preferably within call centers, BPOs, or sales-driven organizations.
- Grit: Relentless determination to persevere through challenges and work hard toward long-term goals, no matter how difficult the journey.
- Impact: A commitment to creating meaningful value for others by solving problems, exceeding expectations, and fostering trust for sustainable success.
- Focus: Maintaining discipline and clarity on priorities, following through on commitments, and resisting distractions to achieve efficiency and results.
- Patience: The ability to delay gratification, prioritize long-term rewards, and make thoughtful sacrifices today for greater achievements tomorrow.
- Growth: A dedication to continuous learning, adaptability, and innovation, enabling personal and professional development in an ever-evolving world.
- Strategic Mindset: Proven ability to plan and execute strategies that align with business goals.
- Leadership Skills: Strong ability to lead cross-functional teams and foster a collaborative work environment.
- Process-Driven: Expertise in developing SOPs, implementing systems, and ensuring adherence to established processes.
- Communication: Exceptional interpersonal skills, with the ability to communicate effectively across all levels.
- Project Management: Extensive expertise in utilizing ClickUp for streamlined project management and team collaboration.
- EOS: Proven experience working as an integrator with a comprehensive understanding of the Entrepreneurial Operating System (EOS). Deep knowledge of EOS principles is essential.
- Adaptability: Ability to thrive in a fast-paced, dynamic environment while balancing multiple priorities.
- Location & Time zone: Office Hour ET 9 AM-5 PM, Must be located within a +/- 2 hour time zone range of Eastern Time (ET).
What Success Looks Like
- Building a cohesive, efficient team aligned with company goals.
- Streamlining processes to minimize bottlenecks and improve productivity.
- Enhancing client satisfaction by improving reporting, hiring, and lead conversion strategies.
- Establishing clear, measurable KPIs to drive accountability and performance at all levels.
- Fostering a positive workplace culture where employees feel motivated and engaged.
- Reducing the founder's involvement in operational activities.
- Upholding the SCALEable™ framework across the company.
Compensation and Benefits
- Remote, work from home arrangement.
- Competitive compensation package tied with KPI hit.
- A collaborative, values-driven culture where your work will directly influence the future of the business.
- Opportunities for professional development, growth, and leadership.
- The chance to shape and refine operational excellence in an environment that values vision, integrity, and grit.
How to apply
Please solve this case study below and write your solution in a document and upload it with your application.
https://doc.clickup.com/63511/p/h/1y0q-33318/655013be4867888
Deadline
The application deadline is 28 January, 2025, 12 AM (ET).
Join The Call Center Doctors
At CCDocs, we’re redefining what delivering results in the call center industry means. As our COO, you’ll have the opportunity to shape the future of our operations, drive innovation, and leave a lasting impact on the businesses we serve.
The Call Center Doctors is proud to be an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace.