VP, Call Center Operations
3 weeks ago
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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