Vp, Us Outsourcing Operations

The Vice President, US Outsourcing Operations directs and manages all operations to our Contact Center / BPO business here in the US. Teams consist of Technical Support Representatives and Customer Service Representatives. The Operations Leader is responsible for the productivity of the teams, the individual performance of the staff and the overall quality of the services provided.

Position Detail:

• Ensures the consistent achievement of all financial and operational KPI's.
• Review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement.
• Participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client programs.
• Ensures appropriate staffing levels based on forecasted demand or predetermined staffing requirements.
• Lead teams to meet and exceed business objectives including but not limited to contracted service levels, quality and productivity goals, as well as financial, metric and customer satisfaction goals.
• Direct involvement in recruitment, interviews, training, and ongoing skills development for all direct and indirect reports
• Participate in formal quarterly performance reviews with executive leadership teams, both internally and directly with the customer
• Apply a process of continuous review and proactive management of absenteeism and attrition across all teams, taking appropriate action where necessary.
• Conduct team meetings with Operations Leaders and others as required or needed to ensure the successful operation of the business.
• Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
• Leadership and overall responsibility for multiple teams and clients.
• Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded.

Requirements:

• Excellent leadership, communication and motivational skills.
• Ability to set and meet/exceed expectations.
• Team/Service-oriented.
• Ability to meet deadlines.
• Excellent Knowledge of KPI's including client, employee and business implications.
• 5+ years working in a BPO / Contact Center or similar Customer Care and support environment is highly desired.
• Must have experience managing full P&L.
• 10+ years previous management experience with a demonstrated ability to manage client relations.
• Bachelor's degree or equivalent work experience

We offer a full benefits package including health/ dental insurance and matching 401K.