Are you an analytical leader with the ability to drive results? Do you consistently challenge the status quo and seek to drive continual improvement? Victra is the leading exclusive, premium retailer for Verizon with a mission of connecting technology to life in the most trusting and profitable way. The Victra Contact Center VP will have responsibility for leading and overseeing a multi-program facility. Programs will encompass both inbound and outbound call activity across Sales and Service functions. Across departments, the VP will have full responsibility for meeting staffing needs, efficiency targets, sales goals, and overall program development objectives. This position will oversee departmental managers, front-line supervisors, and customer-facing representatives. Other responsibilities include:
- Actively and consistently support all efforts to simplify and enhance the customer experience; fully support Victra’s mantra of “Every Guest, Every Time”
- Motivate and drive performance of entire contact center
- Drive attainment of key performance indicators around sales revenue, close rate, operational productivity, customer interaction quality, and contact center service levels
- Spearhead a culture that values personal development, learning and continuous improvement within all levels of the organization
- Assist executive leadership in planning processes that include annual financial planning, infrastructure development, capacity planning, process improvement, etc.
- Direct and recommend necessary corporate initiatives and/or changes needed, to support center growth and compliance
- Ensure contact center operations are in compliance with all necessary laws and regulations
YOUR BACKGROUND (REQUIREMENTS AND QUALIFICATIONS):
Have you had to work in high-expectation situations providing leadership and collaboration with a diverse team to deliver solutions? You will be a strong people leader who can attract, develop and retain the very best talent. You can think 1-3 years ahead into the next business cycle while challenging assumptions and conventional wisdom with specific, supported, reasoned proposals. We are looking for the Contact Center VP to also bring the following:
- 10+ years overall business experience, with 7-10 years in a sales call center leadership role
- Bachelor’s degree in Marketing, Business or related field, or equivalent experience
- Strong sales aptitude with verifiable track record of success leading sales operations in a contact center environment; experience within the Communications and/or Technology industries highly desired
- Demonstrated ability to build teams, organizational capabilities, processes, and technology solutions in a fast-paced environment
- Deep understanding of contact center best practices in selling, service, and profitable operation
- Excellent working knowledge of relevant metrics and financial measurements used to drive performance in both sales and service environments (within a contact center)
- Proficiency with the Microsoft Office suite, including Power Point and Excel
LOCATION REQUIREMENTS
- Role to be based in North Carolina
- Ability to travel up to 10%
PHYSICAL REQUIREMENTS
- Ability to lift up to 10 pounds
- Ability to sit for long periods of time
(unless accommodations are required/requested for an employee under the ADA)
EQUAL OPPORTUNITY EMPLOYER
We’re proud to be an equal opportunity employer – and celebrate our employees’ differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.
**The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be a comprehensive list of all duties, responsibilities, and skills required of employees so classified.
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