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Operations Vice President

VXI Global Solutions Los Angeles, CA
  • Posted: over a month ago
  • $160,000 to $180,000 Annually (plus commission)
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, Dental

Job Summary:

Responsible for managing and communicating all operational processes related to the performance of the overall business the VP, Operations is assigned to. This is to increase revenue and performance within existing accounts. Lead, manage and direct the organization in the service delivery, ensuring that Operations meets or exceeds the business, operating and financial goals of the company

Responsibilities:

Lead team members, foster their professional development and growth, support team work and cooperation at multiple sites.

Collaborate with senior management to develop strategic plans; coordinate with other business units to establish open communication system to ensure information is mutually shared to achieve optimal results

Maintain relationship with customers in order to facilitate open communication, understand customer perspectives, and monitor customer satisfaction.

Drive continuous operating improvement and quality performance of regional metrics such as quality, productivity, staffing, attrition and cost

Manage department resources and provide leadership to ensure production and quality meet company goals

Identify, analyze and resolve a wide range of technical, process and operational issues, providing quick and decisive solutions

Communicate the overall objectives of the company to management and other levels as appropriate. (Includes daily, weekly, monthly service reports and weekly, quarterly, monthly Operational Efficiency Reports.)

Communicate and interact with other functional areas of the company to ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, Finance, Facilities)

Facilitate potential client site visits

Host quarterly business reviews

Participate in opportunity review calls for new business

Prepare and process annual performance appraisals of direct reports on time. Manage the appraisal process within the team ensuring reviews are processed on time. Provide guidance for successful career pathing

Qualifications:

- Minimum of 10 years’ leadership experience in the BPO industry.

  • Equivalent education or experience may be substituted for any of the above.
  • Experience managing a large call center is preferred
  • Above average communication skills both written and verbal
  • Ability to effectively present information to internal and external associates
  • Ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced environment
  • Understanding of financial policies and budget requirements, including forecasting
  • Extensive understanding of the organization’s business operations and industry. Knowledgeable on emerging trends and industry practices

Proficiency in the following:

- Customer Focus

- Customer Service

- Verbal Communication

- Informing Others

- Process Improvement

- Problem Solving

- People Skills

- Teamwork

- People Management

- Managing Processes

- Emphasizing Excellence

VXI Global Solutions

Why Work Here?

High energy, growth opportunity, professional development, great co-workers and managers!

With over 30,000 people across 42 locations worldwide, VXI Global Solutions is one of the fastest growing, privately held business services organizations in the United States. Today, our client partners rely on our complete range of customer management contact center and technology solutions to retain and grow their customer base while maintaining the highest level of quality and operational excellence.

Address

Los Angeles California
Los Angeles, CA
USA

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