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VP, Call Center Operations

4 months ago

Los Angeles, United States Century Group Full time
Century Group is partnering with a client who is seeking a VP, Call Center Operations to join their team. Exact compensation may vary based on skills, experience, and location. Expected starting base salary $200,000 to $400,000 per year.

Job Responsibilities:
  • Evaluate call center operations, set operational and performance standards for agents and leadership.
  • Analyze our customer data and feedback to enhance satisfaction and experience.
  • Monitor key performance metrics such as handle time, first-call resolution, and customer satisfaction using real-time dashboards.
  • Collaborate with business and technical teams to develop and implement customer engagement initiatives and call center systems.
  • Assess emerging technologies, such as AI-driven chatbots, speech analytics, and omnichannel solutions, to enhance customer interactions.
  • Collaborates with QA and management teams to enforce script guidelines and compliance. Identify and deploy coachable opportunities.
  • Offers a key voice for a comprehensive training program aligned with business objectives and addresses training gaps.

Qualifications:
  • Bachelor's degree in business administration, Operations Management, or a related field.
  • 10+ years' experience managing Contact Centers (omni channel solutions and implementation experience preferred).
  • Demonstrated success as a Contact Center executive with experience in call metrics.
  • Flexibility to conduct international business travel in support of our global operations.
  • Masterful analytical skills to ensure data is the driver of all business decisions.

Experience:
  • Offer experience working in a BPO environment, managing multiple vendor partners.
  • Have knowledge of customer relationship management (CRM) systems and techniques.
  • Offer expert computer skills and advanced working knowledge of PowerPoint, Excel, Word, MS Outlook
  • Have experience managing global teams, across multiple cultures and languages.
  • Have excellent resource (people, time, tasks) management skills.
  • Lead with excellence with the ability to motivate and mentor teams.

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