Talent.com
Vice President Operations

Vice President Operations

Confidential
25 days ago
Job description

The Vice President of Operations is responsible for overseeing and managing the operations of one or more contact center clients within the organization. This role involves strategic planning, direction, and coordination of operational activities to ensure the development of efficient, cost-effective systems that meet both current and future business needs. The successful candidate will be a hands-on leader with a proven track record in call center management, strong expertise in driving key performance indicators (KPIs), financial performance, and a commitment to delivering exceptional customer service.

Key Responsibilities

  • Client Relationship Management : Develop and maintain a strong relationship with senior client stakeholders, ensuring alignment on objectives, performance expectations, and operational strategy.
  • Operations Leadership : Oversee all aspects of contact center operations, including managing performance metrics, financial outcomes, and customer service processes to ensure smooth, efficient, and high-quality operations.
  • Strategic Planning & Execution : Define and implement the operations strategy, structure, and processes, with a focus on continuous improvement and scalability.
  • Financial Oversight : Lead quarterly and annual budgeting processes, manage P&L responsibilities, and ensure operations are within budget while optimizing cost efficiency.
  • Performance Management : Monitor operational performance through key metrics (e.g., talk time, booking rate, time to answer, call volume, etc.), and implement solutions to drive operational efficiency and excellence.
  • Team Leadership : Lead, hire, train, and mentor the senior operations management team. Foster a collaborative, high-performance culture focused on growth and professional development.
  • KPI Management : Drive the achievement of key performance indicators (KPIs) related to operational efficiency, customer satisfaction, and financial targets.
  • Continuous Improvement : Partner with Site Leadership to identify and implement ongoing process improvements aimed at enhancing both efficiency and customer service quality.
  • Client Compensation & Structure Understanding : Ensure a deep understanding of client compensation structures and the potential impact of any plan changes on operations.
  • Industry Insights : Stay informed of industry trends and best practices, sharing valuable insights with the team to stay competitive.
  • Strategic Growth : Collaborate with Executive and Program Leadership to develop and implement strategic growth plans, identifying new opportunities and optimizing revenue.

Qualifications

  • Minimum 5 years of leadership experience in a high-volume service environment.
  • Post secondary degree in Business, Accounting, or an equivalent related field OR experience in lieu of a degree.
  • Proven experience in managing multi-team operations and building cohesive, high-performing teams.
  • Strong skills in project management, budgeting, and financial oversight.
  • Experience working directly with clients, understanding client needs, and managing relationships at a senior level.
  • Demonstrated ability to lead, mentor, and inspire teams to build strong relationships and achieve operational goals.
  • A track record of creating and achieving KPI-based financial plans to drive operational success.