Description
Description
Our VP, Operations supports all call center sites in a designated region. You will be tasked with improving site profitability while protecting existing market share and supporting operational performance via managing KPI's and creating a platform for our future growth.
In this role you will:- Manage a team of Directors to foster teamwork and success within their site
- Clearly define targets for operational success
- Provide continual communication and coordination of functional activities to departments so that external and internal targets are exceeded
- Partner with Account Operations Leaders on strategic account plans driving overall performance for the organization
- Increase profitability and payroll margins in your region
- Improve overall site KPI attainment
- Assess, hire, promote, and develop a strong team
- Identify and escalate threats appropriately, responding to reputational risks within the sites or partnerships
- Maintain effective team and interpersonal relationships across all functional groups in the organization
- Minimum 8 years progressive management and successful leadership of operational teams.
- Bachelor's Degree in Business, Finance, or related field of study, or equivalent experience
- Strong financial and strategic planning experience
- Call center, BPO or other direct marketing experience
- Understands the business to accomplish goals in a timely, productive and fiscally responsible manner
- Able to grasp concepts and effectively communicate them to team
- Strong verbal and written communication skills as well as Detailed-oriented
- Able to work effectively in a constantly changing environment
ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX's 30+-year track record for reimagining the customer experience to meet consumers' evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.
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