Chief Operating Officer (COO)

Chief Operating Officer

The Chief Operating Officer embodies the core values of SaviLinx:

• Every single interaction is important and meaningful and demonstrates responsiveness to employees and customers
• Creates an inspiring, passionate culture in the spirit of teamwork
• Empowers creativity to bring forward innovative solutions, relentlessly striving to improve what we do.
• Operates with respect and integrity in every way earning the trust of employees and customers alike.

Job Location: Brunswick, ME

Job Description

Summary/Objective

The Chief Operating Officer (COO) will serve as a key member of SaviLinx’s Executive Leadership Team, reporting directly to the CEO as a trusted strategist and operational manager. The COO provides the overall vision, direction, strategy, leadership, and management necessary to ensure that the company has the proper operational controls, administrative and reporting procedures, and technology systems in place to effectively grow the organization and ensure financial strength and operating efficiency. The COO has direct leadership of our Contact Center Operations including, but not limited to, areas of responsibility of agent service operations, work force management, capacity planning, command center, scheduling, data and analytics and quality assurance). The COO will be responsible for managing the geographically diverse team of Directors and Managers. This is a highly influential and impactful role where collaboration is essential to success. Finally, the COO will be responsible for ensuring that SaviLinx’s technology strategy fully supports current operations and is congruent with strategic operational needs. SaviLinx’s Director of IT will report directly to the COO. Working with the leadership team, the COO will define and execute the contact center operations that deliver on the Company’s promises. We are seeking an exceptional people-focused executive with broad, hands-on operational skills to lead SaviLinx through our next stage of growth. Equally as important is experience inspiring and developing employees; creating a great work environment where the best come to work and stay.

A successful candidate for this position will combine operations leadership expertise with strong business acumen, superior relationship building skills, strong strategic and analytical skills, diverse experiences, and maturity. Candidates should demonstrate experience driving innovation, being proactive with technology and people, and collaborating to develop, implement, and measure business unit goals, objectives, and capabilities. This leader must be an effective coach to our workforce, our customers, and our communities. The COO will ensure that our company values are real and visible, be committed to creating an amazing customer experience, and contribute to a culture of high performance.

Must-Have Talents and Demonstrated Experience:

Supporting the executive team:

• Oversee daily operations of the contact centers
• Work effectively with all levels of leadership, including C-suite.
• Write and submit reports to the CEO in all matters of importance.

Leading company operations:

• Lead, Manage and hold accountable direct reports in Operations and IT.
• Optimize how we serve customers, support, motivate and optimize our workforce and manage the logistics for all operations teams and facilities.
• Think strategically, tactically, and creatively in the face of complex challenges.
• Use data and quantitative skills in decision-making.
• Develop and implement a metrics-driven Operational Excellence Program to improve operating margin, quality of service delivery, SLA performance and agent productivity.
• Champion the development, implementation, and continuous improvement of organizational management protocols, practices, and tools.
• Meet client KPIs.

Leading Technology:

• Optimize technology solutions to serve and support internal and external customers.
• Lead technology solutions to meet and scale with the organization.
• Define and implement a technology framework that supports daily operations and extensibility requirements for longer-term corporate growth.
• Ensures that SaviLinx’s technology platforms employ reasonable practices to comply with industry privacy and security standards.
• Provide leadership, direction and managerial oversight of SaviLinx’s Information Technology organization.

Working with Employees:

• Prepare, manage, and communicate the operational strategy in support of the overarching company strategy and goals.
• Inspire maximum performance and dedication in employees through consistent and clear articulation of goals and company objectives.
• Help establish a culture of excellence, inclusiveness, and accountability in everything we do.
• Diagnose problems that impede success and take decisive action to address them.

Keeping partners, vendors, and clients happy:

• Demonstrate outstanding focus on business enablement and an ability to forge strong business and technology partnerships.
• Develop and maintain strong relationships with clients and vendors.
• Develop go-to-market strategies for all key customer segments and develop business and operating plans that align with strategic goals.

Providing expertise on financial opportunities:

• Assemble and lead a cross-functional team to assess and exploit huge market opportunities and strengthen brand awareness.
• Take a leadership role in developing operating budgets.
• Advise during expansion activities, such as investments, acquisitions, and corporate alliances.
• Responsibility for the management of the contact center P&L.
• Analyze and develop strategies to align organizational priorities with financial resources and outcomes.
• Identify funding and resource alignment to support key initiatives.
• Identify waste and ancillary activities that sabotage company success.
• Ensure effective financial management protocols and processes, supported by Finance.

Knowledge, Skills, and Abilities Required:

• Degree in Business Administration; MBA preferred.
• Minimum of 10+ years of operational experience, including proven operational success in the contact center and technology sectors.
• Generally knowledgeable of contact center technology offerings, technical terminology and IT practices.
• Excellent communication and presentation skills, both written and oral, as well as excellent listening skills.
• Excellent leadership skills, including the ability to develop trust and credibility, lead by example, and motivate high-performing teams.
• Excellent management skills, including the ability to supervise multiple disparate teams and develop talent.
• Ability to effectively manage multiple priorities in a complex environment.
• Fluent in Finance matters including experience owning P&L and driving decisions around spend.
• SaviLinx is an Equal Opportunity Employer

Job Type: Full-time

Location:

• Brunswick, ME (Required)