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6 VXI Global Solutions Jobs

VXI Global Solutions - Associate Director - Operations (10-15 yrs)

10-15 years

VXI Global Solutions - Associate Director - Operations (10-15 yrs)

VXI Global Solutions

posted 20d ago

Job Role Insights

Flexible timing

Key skills for the job

Job Description

Position: Associate Director of Operations - VXI Global Solutions

Location: Hyderabad

Reporting to: Site Leader/ SVP Operations

Type: Full-time

Shift - US working hours

Role and Responsibilities:

As the Associate Director of Operations for Operations, you will be responsible for overseeing the day-to-day operations, fostering a positive work culture, and driving the team towards achieving performance targets.

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.

Quality Assurance:

- Develop and maintain quality assurance programs to ensure consistent delivery of high-quality customer interactions.

- Conduct regular quality assessments, provide coaching, and develop training plans for team members.

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.

Technology and Innovation:

- Stay updated on industry trends, emerging technologies, and best practices in contact center operations.

-Recommend and implement technology solutions that improve agent productivity and enhance customer experiences.

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:

- 10+ years of proven experience in contact center management

- 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.

- Join us and play a pivotal role in shaping our Contact Center's success and customer satisfaction


Functional Areas: Sales

Read full job description

VXI Global Solutions Interview Questions & Tips

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People are getting interviews at VXI Global Solutions through

(based on 7 VXI Global Solutions interviews)
Walkin
Company Website
43%
14%
43% candidates got the interview through other sources.
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Moderate Confidence means the data is based on a sufficient number of responses received from the candidates

What people at VXI Global Solutions are saying

Associate Director Operations salary at VXI Global Solutions

reported by 1 employee with 19 years exp.
₹28.8 L/yr - ₹36.8 L/yr
7% less than the average Associate Director Operations Salary in India
View more details

What VXI Global Solutions employees are saying about work life

based on 68 employees
70%
47%
66%
67%
Flexible timing
Rotational Shift
No travel
Day Shift
View more insights

VXI Global Solutions Benefits

Submitted by Company
Job Training
Review procedure based on performance, meritocracy and equity
Medical Coverage and Life Insurance Policy
Intellectually stimulated environment
Opportunities for skill development
Paternity & Adoption Leaves +2 more
Submitted by Employees
Health Insurance
Soft Skill Training
Job Training
Free Transport
Child care
Cafeteria +6 more
View more benefits

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VXI Global Solutions Los Angeles Office Location

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Los Angeles, California Office
Headquarter
220 West 1st St. 3rd Floor Los Angeles, California 90012 Los Angeles, California
90012

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