VXI Global Solutions - Associate Director - Operations (10-12 yrs)

About the job:

About the Company - VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions.

Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean.

We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world's most respected brands.

VXI is one of the fastest growing, privately held business services organizations in the United States and the Philippines, and one of the few US-based customer care organizations in China.

VXI is also backed by private equity investor Bain Capital.

Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company.

During this period, not only did VXI expand our footprint in the US and Philippines, but we also gained ground in the Chinese and Central American markets.

We also acquired Symbio, expanding our global technology services offering and enhancing our competitive position.

In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle.

This is a rare occurrence in the private equity space and shows the level of performance VXI delivers for our clients, employees, and shareholders.

With this recent investment, VXI has started on a transformation to radically improve the CX experience though an industry leading generative AI product portfolio that spans hiring, training, customer contact, and feedback.

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.

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 :

- Master's degree preferred.

- 10+ years of proven experience in contact center management, including [X+] 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