VP, Call Center Operations

Century Group is partnering with a client who is seeking a VP, Call Center Operations to join their team. Exact compensation may vary based on skills, experience, and location. Expected starting base salary $200,000 to $400,000 per year.

Job Responsibilities:

• Evaluate call center operations, set operational and performance standards for agents and leadership.
• Analyze our customer data and feedback to enhance satisfaction and experience.
• Monitor key performance metrics such as handle time, first-call resolution, and customer satisfaction using real-time dashboards.
• Collaborate with business and technical teams to develop and implement customer engagement initiatives and call center systems.
• Assess emerging technologies, such as AI-driven chatbots, speech analytics, and omnichannel solutions, to enhance customer interactions.
• Collaborates with QA and management teams to enforce script guidelines and compliance. Identify and deploy coachable opportunities.
• Offers a key voice for a comprehensive training program aligned with business objectives and addresses training gaps.

Qualifications:

• Bachelor's degree in business administration, Operations Management, or a related field.
• 10+ years' experience managing Contact Centers (omni channel solutions and implementation experience preferred).
• Demonstrated success as a Contact Center executive with experience in call metrics.
• Flexibility to conduct international business travel in support of our global operations.
• Masterful analytical skills to ensure data is the driver of all business decisions.

Experience:

• Offer experience working in a BPO environment, managing multiple vendor partners.
• Have knowledge of customer relationship management (CRM) systems and techniques.
• Offer expert computer skills and advanced working knowledge of PowerPoint, Excel, Word, MS Outlook
• Have experience managing global teams, across multiple cultures and languages.
• Have excellent resource (people, time, tasks) management skills.
• Lead with excellence with the ability to motivate and mentor teams.

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