Summary:As the Vice President, Operations you will have an industry passion to help grow our 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
