Vice President Call Center Operations
1 week ago
Job Title:
Call Center Vice President
Type of Employment:
Full-Time
Location:
Atlanta, GA or Chicago, IL
Compensation:
$115K - $170K plus bonus
About the Role:
Our client is looking to bring on a Call Center Vice President who will be responsible for leading and overseeing all aspects of the call center operations. This executive role requires a strategic leader with a deep understanding of call center management, customer service excellence, and operational efficiency. The Vice President will drive the vision, strategy, and execution of initiatives to enhance customer satisfaction, optimize performance, and achieve business goals. The direct reports are the Call Center Operations Manager and HR Manager.
Responsibilities
- Strategic Vision: Ability to set a clear strategic direction and drive the execution of initiatives.
- Leadership: Strong leadership skills with the ability to inspire and motivate a team.
- Customer Focus: Commitment to delivering exceptional customer service.
- Operational Excellence: Deep understanding of call center operations and best practices.
- Financial Management: Ability to manage budgets and drive financial performance.
- Innovation: Ability to implement innovative solutions to improve operations and service delivery.
- Stakeholder Management: Strong relationship-building skills with key stakeholders.
Education and Experience
- Bachelor’s degree in Business Administration, Management, or a related field (MBA preferred).
- 10+ years of experience in call center management, with at least 5 years in a senior leadership role.
- Proven track record of driving operational excellence and achieving business goals.
- 5+ years of Healthcare experience, with keen understanding of HIPPA guidelines and MCO operations.
Preferred Qualifications
- Experience in a large-scale call center environment.
- Knowledge of customer relationship management (CRM) systems and call center software.
- Proven ability to implement innovative solutions and drive continuous improvement.
Skills
- Strong strategic thinking and leadership skills.
- Excellent communication and interpersonal skills.
- Deep understanding of call center operations, technology, and best practices.
- Financial acumen and experience managing budgets and financial performance.
- Ability to lead and inspire a diverse team.
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