VP, Call Center Operations

Century Group

Los Angeles, CA

$200,000 to $400,000 Yearly
Full-Time

Job Description

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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Company Description

Century Group is an executive recruiting and professional staffing firm providing top-tier accounting and finance talent to start-up, mid-market and Fortune 500 enterprises on a direct hire, temporary and temp-to-hire basis. Our specialized focus, extensive talent network and 30 years of experience ensure we’ll deliver the right professional – fast.

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