VP of Operations
Company: Import / Export, Atlanta, GA
Posted on: September 15, 2018
The Vice President of Operations has direct management responsibility for all contact center operations for the assigned sites/programs, and overall accountability for the delivery of the operational strategy and the performance of people and processes to achieve the highest levels of client satisfaction. “A Passion for People' is key. In addition, the VP of Operations is accountable for the financial performance of the assigned sites/programs. As a senior leader, the Vice President of Operations liaises with other members of the Executive, Global and Site level leadership team to develop and implement corporate strategy. Primary Duties, Responsibilities and Requirements Provide strategic direction and executive leadership over contact center services and operations. Develop and implement strategic plans and activities to ensure overall operational, financial and growth objectives are met. Lead process-improvement initiatives that deliver financial targets. Ensure key performance metrics, including contact center statistics, response times, and quality, utilization, and customer satisfaction measures are defined and achieved. Set strategic vision to re-establish a positive, high-energy workplace culture creating a high level of employee trust and engagement. Significant focus on retention/attrition. Develop/implement/manage employee engagement initiatives to enhance workplace culture. Contribute to the development of infrastructure, processes, and systems to increase the quality and efficiency of support to our clients and employees. Ensure that global operational processes of Company are implemented and maintained. (TOPs, COPC BEST) Interface effectively with key internal teams including operations, IT, Human Resources, Training, Finance and Quality. Contribute to building employee and client focus throughout the organization. Manage the hiring, development, retention and performance of the USA Operations organization. Perform other related duties as required Interpret and ensure self and subordinates are in compliance with Company/client specific policies, procedures and initiatives, and all laws JOB REQUIREMENTS Qualifications Must be at least 18 years old Bachelor's Degree Strong financial management and analytical capabilities a must COPC Certification a plus Strong presentation skills (this is a client facing position) 8+ years prior work experience leading operations in multiple contact centers 5+ years senior level management experience Proven leadership abilities and strategic thinking Strong analytical and problem solving skills Strong employee and client focus Translates strategic direction and client needs into team vision and deliverables Ability to effectively prioritize and execute tasks in time-sensitive situation Excellent organizational skills; ability to set and give direction; ensures good ideas are championed and implemente Company is an Equal Opportunity Employer Creates an environment of high standards, compliance, and conduct through excellent verbal and written communication skills Leads through change, influences team work Able to network at all levels of the organization Ability to travel extensively domestically and internationally. Travel up to 75% as required Pass mandatory background checks which may include pre-screenings, illegal drug tests, and credit checks Must be able to produce documentation verifying eligibility to work in the United States
Keywords: Import / Export, Atlanta, GA, Atlanta , VP of Operations, Executive , Atlanta, Georgia
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