Vice President of Operations – BPO Industry

Job Title:

Vice President, Operations – BPO industry

Reports to:

SVP, Operations

Reporting Staff:

Site Director

Summary:

Responsible for managing and communicating all operational processes related to the performance of the overall business the VP, Operations is assigned to. This is to increase revenue and performance within existing accounts. Lead, manage and direct the organization in the service delivery, ensuring that Operations meets or exceeds the business, operating and financial goals of the company

Essential Duties & Responsibilities include the following: Other duties may be assigned by the Department Head and / or its representatives

• Lead team members, foster their professional development and growth, support team work and cooperation at multiple sites.
• Collaborate with senior management to develop strategic plans; coordinate with other business units to establish open communication system to ensure information is mutually shared to achieve optimal results
• Maintain relationship with customers in order to facilitate open communication, understand customer perspectives, and monitor customer satisfaction.
• Drive continuous operating improvement and quality performance of regional metrics such as quality, productivity, staffing, attrition and cost
• Manage department resources and provide leadership to ensure production and quality meet company goals
• Identify, analyze and resolve a wide range of technical, process and operational issues, providing quick and decisive solutions
• Communicate the overall objectives of the company to management and other levels as appropriate. (Includes daily, weekly, monthly service reports and weekly, quarterly, monthly Operational Efficiency Reports.)
• Communicate and interact with other functional areas of the company to ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, Finance, Facilities)
• Facilitate potential client site visits
• Host quarterly business reviews
• Participate in opportunity review calls for new business
• Prepare and process annual performance appraisals of direct reports on time. Manage the appraisal process within the team ensuring reviews are processed on time. Provide guidance for successful career path

Education & Experience

• Minimum of 10 years’ leadership experience in the BPO industry.
• Equivalent education or experience may be substituted for any of the above.
• Experience managing a large call center is preferred
• Above average communication skills both written and verbal
• Ability to effectively present information to internal and external associates
• Ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced environment
• Understanding of financial policies and budget requirements, including forecasting
• Extensive understanding of the organization’s business operations and industry. Knowledgeable on emerging trends and industry practices

Competencies:

Proficiency in the following:

• Customer Focus
• Customer Service
• Verbal Communication
• Informing Others
• Process Improvement
• Problem Solving
• People Skills
• Teamwork
• People Management
• Managing Processes
• Emphasizing Excellence

Job Type: Full-time

Experience:

• leadership in the BPO industry: 10 years (Required)

Work Location:

• Multiple locations

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Relocation assistance

This Job Is Ideal for Someone Who Is:

• Dependable — more reliable than spontaneous
• People-oriented — enjoys interacting with people and working on group projects
• Adaptable/flexible — enjoys doing work that requires frequent shifts in direction
• Detail-oriented — would rather focus on the details of work than the bigger picture
• Achievement-oriented — enjoys taking on challenges, even if they might fail
• Autonomous/Independent — enjoys working with little direction
• Innovative — prefers working in unconventional ways or on tasks that require creativity
• High stress tolerance — thrives in a high-pressure environment

This Company Describes Its Culture as:

• Detail-oriented — quality and precision-focused
• Innovative — innovative and risk-taking
• Aggressive — competitive and growth-oriented
• Outcome-oriented — results-focused with strong performance culture
• Stable — traditional, stable, strong processes
• People-oriented — supportive and fairness-focused
• Team-oriented — cooperative and collaborative

This Job Is:

• A job for which military experienced candidates are encouraged to apply
• Open to applicants under 18 years old, provided it is legally allowed for the job and location
• Open to applicants who do not have a high school diploma/GED
• A “Fair Chance” job (you or the employer follow Fair Chance hiring practices when performing background checks – learn more at https://start.indeed.com/fair-chance)
• A good fit for applicants with gaps in their resume, or who have been out of the workforce for the past 6 months or more
• A good job for someone just entering the workforce or returning to the workforce with limited experience and education
• A job for which all ages, including older job seekers, are encouraged to apply
• Open to applicants who do not have a college diploma
• A job for which people with disabilities are encouraged to apply