SUMMARY:
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POSITION INFO:
We are currently seeking a Vice President of Operations with BPO experience, ideally with a background in the banking industry, who possesses a strong sense of resilience and contributes significantly to business outcomes.
Duties & Responsibilities:
- Ensure seamless support experiences for Customer Care, Sales, and Collections clients, resulting in superior satisfaction ratings.
- Cultivate deep, trusted relationships with key clients served by the team.
- Serve as the primary relationship manager for clients supported by your team.
- Develop expertise across all functional areas of the team.
- Address client concerns promptly to maintain high satisfaction levels.
- Identify and mitigate risks for at-risk clients by allocating appropriate resources.
- Analyze metrics from various sources to identify service issues, determine root causes, and implement necessary changes.
- Interpret metrics to address daily staffing challenges and plan for long-term staffing needs.
- Monitor queues across functions daily to ensure compliance with SLAs.
- Collaborate with leaders from other service areas to identify and promote best practices.
- Implement regular process improvements to enhance client service and collections experiences.
- Coordinate with other departments to fulfill responsibilities effectively.
- Provide leadership across the multi-function team, fostering open communication internally and with clients.
- Motivate the team to deliver outstanding cultural and operational performance.
- Optimize team efficiency and productivity through effective management.
- Collaborate with subject matter experts (SMEs) to ensure training needs are met and processes and controls are up to date.
- Develop team members and facilitate career progression across service disciplines.
- Effectively manage and develop functional team managers, supervisors, leads, and seniors.
- Partner with Quality and Training teams to ensure consistent service expectations.
Knowledge, Skills, and Abilities:
To excel in this role, the individual should possess the following skills and abilities:
- Proficiency in call center software and metrics.
- Experience in staffing and scheduling to ensure adequate call center coverage.
- Ability to evaluate individual and team performance and implement goals to enhance efficiency and customer satisfaction.
- Capability to quickly and strategically address fluctuations in call center volume.
- Leadership in driving departmental and organizational initiatives that align with call center operational goals.
- Experience as a trusted escalation point for clients, understanding when to advocate on behalf of clients and the call center team.
- Proficiency in analyzing and presenting reports to senior management.
- Collaborative hiring, training, motivation, and engagement of teams.
- Strong communication skills, both verbal and written, including public speaking.
- Analytical and problem-solving abilities.
- Excellent organizational skills and prioritization capabilities.
- Adaptability in managing changing priorities in a fast-paced environment.
- Ability to build and maintain trust with internal teams and clients.
- Proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and internet research.
- Experience in management, supervision, and performance management.
- Strong motivational and coaching skills.
If you meet these qualifications and are interested in joining our dynamic team, please reach out to discuss further.
