VP of Call Center Operations

Job DescriptionJob DescriptionWe are seeking an experienced and dynamic Vice President of Call Center Operations to lead and oversee our customer service and call center teams. This executive-level role requires a strategic thinker with a proven track record in call center management, customer service excellence, and process improvement. The ideal candidate will have a strong background in Lean management and Six Sigma methodologies, along with a passion for enhancing customer satisfaction and operational efficiency.

Key Responsibilities:

Strategic Leadership: Develop and execute customer service and call center strategies that align with the company’s business goals, including customer service, marketing, and revenue objectives. Drive improvements in customer satisfaction, call center efficiency, and customer loyalty.

Executive Oversight: Provide leadership to the customer service and call center teams. Manage performance standards, implement coaching and development plans, and drive leadership development initiatives.

Call Center Management: Oversee call center operations to ensure efficient handling of customer inquiries and issues. Implement best practices in workforce planning, call routing, and service level agreements (SLAs).

Cross-Functional Collaboration: Work with key leaders across the organization to integrate customer service strategies with broader business priorities. Enhance operational efficiency and customer experience through collaboration.

Innovation and Technology: Identify and recommend technological improvements to advance call center operations and customer service. Champion innovative solutions and best practices.

Organizational Liaison: Serve as a liaison between the call center and other departments to ensure seamless communication and alignment with business goals.

Policy and Procedure Development: Draft and implement policies that enhance the customer service and call center experience. Ensure compliance with industry standards and company expectations.

Customer Feedback and Analysis: Implement systems to collect and analyze customer feedback and call center metrics. Use insights to drive continuous improvement and resolve recurring issues.

Financial Oversight: Manage the budget and financial processes for customer service and call center operations. Ensure efficient use of resources and meeting financial goals.

Process Improvement: Lead initiatives focused on process improvement, system enhancements, and new implementations within customer service and call center operations.

Performance Metrics: Establish and monitor performance metrics to ensure targets are met and drive continuous improvement.

Executive Communication: Deliver presentations and reports to executive teams, communicating progress, strategies, and results. Influence decision-making and drive outcomes.

Adaptability and Multi-Tasking: Respond to changing priorities and business needs while balancing multiple projects. Maintain strong relationships with internal teams and vendor partners.

Required Qualifications:

10+ years of leadership experience in customer service, call center operations, or service management, with 3-5 years in an executive role (e.g., VP level).
Proven success in driving strategic initiatives that enhance customer satisfaction and operational performance.
Experience with Lean management and Six Sigma methodologies.
Bachelor’s degree in Business Administration, Management, or a related field.

EEO/AA Employer/Vet/Disabled.

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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Company DescriptionFounder and CEO, Janice Bryant Howroyd, is a North Carolina native who left her hometown in 1976 armed with $1500. Since then, she has dedicated her efforts to building an organization that is committed to keeping the humanity in Human Resources and Strategic, Inclusive Procurement.

Mrs. Howroyd’s commitment to excellence has grown ActOne Group to 33 countries, with over 17,000 clients and more than 2,800 employees. The largest woman-minority-owned workforce management company founded in the US, ActOne Group professionals bring expertise in delivering corporate HR initiatives to local and global markets.

Mrs. Howroyd was selected by former President Barack Obama to serve as a White House appointee and continues to serve under the current administration as an Ambassador of Energy. Mrs. Howroyd gives generously through funding and advocacy for STEM education, particularly for women and minorities.

Mrs. Howroyd leads her teams to build business success based on the ability to connect great companies with outstanding talent. Her passion for education, mentorship, and self-empowerment initiatives have earned her many professional and philanthropic recognitions. She is a sought–after speaker and media subject matter expert in her fields. Her book, The Art of Work: How to Make Work, Work for You, is available on Amazon.com.Company DescriptionFounder and CEO, Janice Bryant Howroyd, is a North Carolina native who left her hometown in 1976 armed with $1500. Since then, she has dedicated her efforts to building an organization that is committed to keeping the humanity in Human Resources and Strategic, Inclusive Procurement.\r
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Mrs. Howroyd’s commitment to excellence has grown ActOne Group to 33 countries, with over 17,000 clients and more than 2,800 employees. The largest woman-minority-owned workforce management company founded in the US, ActOne Group professionals bring expertise in delivering corporate HR initiatives to local and global markets.\r
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Mrs. Howroyd was selected by former President Barack Obama to serve as a White House appointee and continues to serve under the current administration as an Ambassador of Energy. Mrs. Howroyd gives generously through funding and advocacy for STEM education, particularly for women and minorities.\r
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Mrs. Howroyd leads her teams to build business success based on the ability to connect great companies with outstanding talent. Her passion for education, mentorship, and self-empowerment initiatives have earned her many professional and philanthropic recognitions. She is a sought–after speaker and media subject matter expert in her fields. Her book, The Art of Work: How to Make Work, Work for You, is available on Amazon.com.

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