Associate Director - BPO Operations

Your role will encompass the following responsibilities:

Team Leadership:

• Provide strong leadership, mentorship, and guidance to the Contact Center team, including managers and supervisors.
• Foster a collaborative and customer-centric culture that empowers employees to deliver outstanding service.

Operational Excellence:

• Set and monitor operational goals, KPIs, and performance metrics to ensure optimal team performance and efficiency.
• Implement strategies to improve key metrics, such as customer satisfaction, first-call resolution, average handle time, and service level agreements.

Process Improvement:

• Identify process gaps and inefficiencies within the Contact Center operations and implement continuous improvement initiatives.
• Collaborate with cross-functional teams to streamline processes and enhance customer service delivery.

Stakeholder Management:

• Build strong relationships with internal departments to align Contact Center operations with overall company goals.
• Collaborate with clients or partners to understand their needs and provide insights to enhance service delivery.

Budget Management:

• Assist in creating and managing the budget for the Contact Center operations, optimizing resources for maximum efficiency.

Reporting and Analytics:

• Generate regular reports and analytics to measure performance and provide insights to senior management.
• Use data-driven insights to make informed decisions and drive continuous improvement efforts.

Qualifications:

• Bachelor's degree in relevant field
• 10+ years of proven experience in contact center management, including 5+ years in a leadership role.
• Strong understanding of contact center operations, customer service best practices, and performance metrics.
• Excellent leadership and communication skills, with the ability to motivate and develop teams.
• Proven experience in process improvement, change management, and project management. Strong analytical and problem-solving abilities with a data-driven approach.
• Proficiency in using contact center software, CRM systems, and reporting tools.
• Exceptional interpersonal skills and the ability to collaborate effectively with various stakeholders.

If you're a strategic thinker with a passion for driving operational excellence and delivering exceptional customer experiences, we encourage you to apply for the Associate Director of Operations role at VXI. Join us and play a pivotal role in shaping our Contact Center's success and customer satisfaction.