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VP Call Center and Strategic <font color=blue><i>Operations</i></font> Job from TelecomCareers
VP Call Center and Strategic Operations | Tristaff Group | San Diego CA 92199 USA |
Job Description:
In this role, the selected candidate will develop and manage organizational budgets, manage teams to achieve financial targets, and identify/implement cost-saving initiatives aligned with strategic priorities. JOB #:  17020701 - PKEY WORDS: VP Operations, VP Call Center, VP Customer Service, VP Contact Center, VP Inside Sales, vice president, call center, technology, software, operations services, operations strategy, Director of Call Center, Senior Director Call Center, mobile, SaaS, logisticsJOB DESCRIPTION:Growing and Profitable Technology Company is hiring a VP of Call Center and Strategic Operations to their leadership team. This key hire will be responsible for overseeing their Call Center and On-Demand Response Center teams, including the creation and execution of communication and workflow processes between two highly critical operational units. You will oversee a current call center team of 300+ customer service and support personnel, and will also oversee build out of new call center facilities as needed to support new customers across the U.S. The activities supported by the Call Center have corresponding real-world logistics and on-demand responses for their customers, thus, it’s critical that there are solid processes in place to meet those needs. You’ll help to refine and create highly-detailed, error-proof processes that will ensure the company is able to meet and exceed all customer expectations while also driving efficient operations. This is a high-profile role suited for someone who has strong, dynamic leadership skills as you’ll be responsible for creating standards and practices that affect every division in the company. If you are someone who wants to evoke positive change in the world using technology, love to mobilize and motivate people, build inspired things, and solve difficult problems with likeminded people, we want to hear from you! To apply, send your resume for confidential review to Kanani Masterson ( This is a fulltime position based in San Diego, CA. Company will relocate qualified candidate. Primary Responsibilities:•    Use advanced data analytics tools to study performance, and define state-of-the-industry performance metrics and drive teams to meet those goals•    Mentor, grow, and guide team members to efficiently leverage all available tools and resources•    Drive a culture of continuous improvement by establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified, implemented, and measured•    Develop and manage organizational budgets, manage teams to achieve financial targets, and identify/implement cost-saving initiatives aligned with strategic priorities•    Develop a communication strategy and guide the development and delivery of all training content, ensuring consistent execution with respect to business rules, tools, and customer service strategies•    Have a keen aptitude for technology, and work with our technology teams to evolve our product roadmaps and adopt new tools for every improving efficiency and quality •    Present operational efficiency ideas to senior management to drive business decisionsSalary Range: •    $140,000   to $160,000 Benefits: •    Comprehensive health benefits•    401K•    Performance bonus/Equity potential•    Relocation expenses for qualified candidate. Job Requirements: •    Must have 10+ years of experience in Customer Service, Contact Center, Customer Success, and/or Inside Sales in a Call Center Environment.•    Must have 5+ years of management experience for large, geographically dispersed teams.•    Must have expertise in establishing and upholding best practices and technologies, including demonstrated experience in scaling operational teams (150+ call center seats)•    Must have expertise in setting up new call centers and establishing teams in multiple locations.•    Must have expert knowledge of financial and labor modeling, process design, training and employee development techniques•    Experience in a high-tech environment preferred. •    Experience deploying technology to drive automation, efficiency, and automation•    Experience in real-time response, on-demand services preferred. •    Exceptional verbal and written communication skills; proven ability to communicate effectively and influence all levels of staff•    Strong customer and employee culture orientation – must have dedication to creating best in class customer experience.•    Demonstrated ability to recruit, develop, and retain top talent•    Experience in handling difficult and/or escalated situations•    Strong leadership, decision-making, and team building skills•    Proficient with call center metrics and reporting packages•    Proficient with telephony and workforce management solutions•    Must have ability to travel up to 40% within the U.S. •    Personality Traits: Strong analytical skills, collaborative and communicative, able to deal with uncertainty, committed to ethical behavior, ideally possess a positive and constructive sense of humor, Entrepreneurial nature, non-political, no-ego, pragmatic, level headed, proactive, able to herd catsEducational Requirements: Bachelor’s degree in Business, Engineering or other technical discipline (MBA preferred)FOR OTHER OPPORTUNITIES AND TO REGISTER WITH TRISTAFF, PLEASE VISIT OUR WEBSITE AT
Categories: Unspecified





San Diego



Contact Name: -
Job Code: 33002557

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