18 Oct
Important Company of the Sector
Greater Toronto Area
At this time we are unable to hire any candidate requiring a work permit.
The Vice President of Operations, is accountable for, and will plan, direct, coordinate, and oversee operations for one or a number of contact center clients in the organization. The Incumbent will ensure development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization. This role requires a hands-on leader who is strategic, capable of leading and coaching teams to achieve success. The ideal candidate will have a strong background in call center management, exceptional knowledge of how to drive key performance indicators, financial results, and a passion for providing outstanding customer service.
Responsibilities and Duties
- Maintain subject matter expertise of client contracts and invoicing process
- Oversee all aspects of the client(s) call center operations, including performance metrics, financial performance to plan and customer service processes, to ensure smooth and efficient operations.
- Define and implement operations strategy, structure, and processes
- Participate in quarterly and annual budgeting process and P&L; responsibilities
- Monitor performance to proactively identify efficiency issues and implement solutions
- Maintain a working knowledge of all phases of operations
- Coordinate support for operations from support functions within the business
- Participate in the Interviewing, hiring, training, and mentoring the senior operations management team
- Provide regular performance updates to the executive leadership team
- Manage key performance indicators (KPIs) such as talk time, booking rate, time to answer, add-on services offered,
and calls per hour to drive operational excellence.
- Drive continuous operating improvements in partnership with Site Leadership
- Collaborate with Executive Leadership and Program Leadership to develop strategic growth plans
- Establish and grow a strong relationship with multiple senior client stakeholders
- Understand client compensation structure and implications of plan changes
- Proactively keep abreast of industry trends and share knowledge with team
- Mentor the team to maximize growth, and harness the strengths and opportunities of each team
- Optimize revenue opportunities
The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.
qualifications
- Bachelor’s Degree in business, accounting, or a related field
- 5 years Contact Centre senior operational leadership experience or related field
- Multi-team management experience
- Demonstrated project and budget management skills
- Direct client service experience considered an asset
- Demonstrated ability to lead and mentor team on developing lasting relationships
- Demonstrated ability to create and achieve KPI based financial plans
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▶️ Vice President Operations
🖊️ Important Company of the Sector
📍 Greater Toronto Area