Requirements
Professional ExperienceLeadership Track: 10+ years of progressive management experience in BPO call centers, high-volume HR staffing firms, workforce management (WFM), or premium logistics.Scale Management: Proven track record of managing operations with at least 50–100 delivery seats, with a demonstrated ability to scale networks to 200+ agents.Executive Presence: Experience reporting operational health, SLA compliance, and capacity forecasts directly to C-suite executives or external corporate clients.Industry & Domain ExpertiseLuxury Logistics: Deep familiarity with corporate limousine, livery, or luxury hospitality operations.Operational Mechanics: Solid understanding of flight tracking, real-time multi-vehicle deployment, chauffeur-dispatcher dynamics, and time-zone management.SLA Governance: Direct experience interpreting and enforcing Master Service Agreements (MSAs) and strict service level agreements.Hybrid & Workforce Management MasterySplit-Team Governance: Minimum of 3 years managing a hybrid workforce, balancing physical brick-and-mortar delivery centers with virtual, work-from-home networks.Accountability Architecture: Proven success implementing remote monitoring, productivity trackers, and virtual engagement strategies to maintain high performance.Technical & Data Security ProficiencyLivery Software: awareness of central livery dispatch platforms such as Limo Anywhere, Santa Cruz, or equivalent proprietary logistics systems.BPO Infrastructure: Strong technical command of enterprise VoIP systems, workforce scheduling software, and real-time reporting dashboards.Education & CertificationsFormal Education: Bachelor’s degree in Business Administration, Operations Management, Human Resources, or a closely related field.
Description
About UsWe are a premier human resources resourcing and workforce management firm. We specialize exclusively in providing elite, highly vetted dispatchers to the international luxury transportation and limousine industries. Operating 24/7/365, we manage a scalable hybrid workforce of 50–100 dispatch professionals across our physical delivery center and virtual remote networks.Job DescriptionWe are seeking a seasoned, high-caliber Director of Operations to own and scale our dispatcher delivery operations. In this role, you will bridge the gap between high-volume workforce management and the strict, white-glove service standards required by luxury limousine brands.You will have total operational oversight, directly managing Operations, Human Resources, and Quality Assurance across both our on-site and remote dispatcher pipelines.Key ResponsibilitiesStrategic HR & Talent LifecycleOversee specialized recruiting, livery-specific onboarding, payroll workflows, and compliance for our hybrid workforce.Develop robust retention strategies to minimize turnover and maintain an active, on-demand pool of backup dispatchers.Quality Assurance & Compliance AuditEngineer and enforce strict performance metrics and executive etiquette standards.Implement structured call monitoring and booking-entry audits to guarantee that our dispatchers deliver flawless luxury service.Hybrid Infrastructure ManagementStandardize accountability tools and scheduling software across on-site delivery centers and virtual work-from-home environments.Guarantee zero downtime across all delivery networks through robust operational contingency planning.SLA & KPI OwnershipTrack, analyze, and continuously optimize service center KPIs (e.g., Call Abandonment Rate, On-Time Dispatch accuracy, Average Handle Time).Ensure full compliance with all client Master Service Agreements (MSAs).Data Security EnforcementEnforce strict data security measures (secure VPNs, device management policies) to protect client flight logs, corporate accounts, and confidential passenger data.Capacity PlanningPredict seasonal luxury travel peaks (e.g., corporate conventions, major sporting events, peak wedding seasons).Scale recruiting pipelines ahead of demand to optimize gross margins.Job RequirementsExperience: 10+ years of progressive leadership experience within workforce management, large-scale BPO call centers, high-volume HR staffing, or high-end transport operations.Industry Knowledge: Solid understanding of limousine or luxury hospitality logistics is highly preferred (including flight tracking, multi-vehicle deployment, and dispatcher-chauffeur mechanics).Hybrid Management Mastery: Proven history of leading split teams across both physical workspaces and virtual environments.Technical Proficiency: Prior exposure to workforce scheduling software, VoIP systems, and central livery dispatch platforms (e.g., Limo Anywhere, Santa Cruz).Education: Bachelor’s degree in Business Administration, Operations Management, Human Resources, or a related field.Required SkillsCrisis Management: Calm under pressure when managing real-time staffing shortages or client escalations.High-End Hospitality Mindset: Deep dedication to upholding executive-level service and communication standards.Strategic Thinking: Action-oriented leader able to interpret data to scale operations from 100 to 200+ dispatch seats seamlessly.