Chief Operating Officer

3 weeks ago


Phoenix, Arizona, United States Gravity IT Resources Full time

Job Title: Chief Operating Officer

Location: Remote

Job-Type: Full-time

Salary Range: $200K – 250K

Referral Fee: $4,000

Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or "corp to corp" agreements).

Position Overview:

The Chief Operations Officer will be responsible for driving strategy and leading operations for a fast-growing company in a dynamic industry. In this role, you will have a particular focus on enhancing and optimizing call center operations, lead and client journeys, processes, and conversion strategies, etc. The ideal candidate will have deep expertise in UCaaS. You will focus on improving strategic operational performance, process improvement, and managing business process outsourcing (BPO) relationships. This role requires a visionary leader who can transform our operations to maximize efficiency, customer satisfaction, and profitability.

Key Responsibilities:

  • Develop and implement strategies to optimize call center operations and efficiency for all inbound and outbound activities.
  • Design and implement strategies to optimize client journeys, from lead generation to conversion, and client satisfaction.
  • Manage and optimize BPO and partner relationships to ensure quality delivery, negotiate contracts, set and manage expectations, and monitor SLAs to drive results.
  • Lead and develop a high-performing team to achieve operational excellence.

Requirements:

  • 10+ years of call center operations leadership experience.
  • Proven experience implementing and managing UCaaS.
  • Experience managing partner/BPO relationships.
  • Experience designing and implementing successful client journey solutions.
  • Strong understanding and experience with omnichannel solutions.
  • Bachelor's degree in business administration, operations, or a related field.


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