Job Summary:
As the Vice President, Operations you will have an industry passion to help grow our business portfolio and ensure operational excellence across each of iQor’s facilities within their region. You will be a key leader in making strategic operational decisions that will result in exceeding our customers’ expectations.
Operational Effectiveness:
· Build strategies to execute growth initiatives that will enhance profitability, productivity and efficiency.
· Analyzes operating results to establish objectives and drive solutions.
· Drives innovation to enhance our customer’s satisfaction.
· Influences and guides stakeholders and other colleagues to drive business results.
· Works with leaders across the organization to understand, influence and implement service strategies that support new products and services.
· Communicates effectively with customers to understand service needs & problems.
· Partners with customers to produce clear, cohesive, and consistent representation of operational delivery to our customers & leadership.
· Ability to plan for rapid growth, effectively managing costs and managing change with our customers.
· Standardization of business processes across service delivery footprint.
· Understands contractual obligations to ensure accurate process across the operations.
Leadership:
· Engages in open communication, connects with team members to develop mutual trust.
· Focus on team development, building talent pipeline and operational skills training.
· Positively represent the company with employees & customers.
Experience & Educational Requirements:
· Bachelor’s Degree in Business Administration, Finance, Engineering or equivalent work experience.
· 10+ years of Contact Center Operations experience.
· 5+ years working in/with a BPO in a leadership capacity.
· Deep understanding of contact center operations and how to achieve key performance metrics.
· Advanced proficiency with Workforce Management Operations and platforms.
· Ability to travel domestically and internationally up to 50%