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Call Center - Vice President
Code: CC-VP |
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| Job Description: |
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| The Call Center Vice President should be an experienced retail operation executive who has generated significant impact through the strategic and tactical direction of both inbound and outbound call centers. This position will direct and develop director-level department heads of the call center. This position will report directly to the President/CEO and will serve as a member of the executive team. |
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| Job Responsibilities: |
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Provide strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company |
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Plan, organize and implement processes, systems and management methods that will generate higher productivity and revenues |
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Direct and develop the director-level department heads in client services, operations, quality assurance, and training to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through upsell and promotional programs, and improved employee product knowledge and training. |
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Direct and develop the management of the Technical Services Department to ensure that all operational systems are continuously evaluated for proper operation, relevance, and utilization. Select and maintain order management systems, data warehousing, e-commerce infrastructure, and manage web development. Oversee all company telecommunication systems and support. Ensure that company is migrated toward technology offerings that will generate higher efficiency, enhanced reporting and tracking capabilities, and substantial ROI (Return on Investment) |
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Direct and develop the management of the Human Resources Department to ensure that the workforce is treated right and reached its full potential |
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Responsible for creating the annual business plan and defining deliverables with functional executives to successfully accomplish strategic goals and objectives |
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Interact regularly with executive team and individual department heads to ensure that company’s operational priorities are aligned with total company direction. |
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Ensure that the company is migrated toward the common platform in order to generate higher efficiency, enhanced reporting and tracking capabilities, and improved ROI |
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Participate in vendor negotiations to ensure product relevance and cost-efficiency |
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Continually investigate and introduce process improvement measures and present suggestions to President/CEO for consideration |
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| Job Requirements: |
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Bachelor’s degree preferably in Business Management/Administration or any business- or technology-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 10 years of management experience with a minimum of 5 years in successfully managing a large-scale call center |
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Proven ability of strategic planning and execution throughout the company |
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Proven ability to effectively direct and develop executive management of a call center |
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Demonstrated experience in client services, operations, quality assurance, training, technical services, and human resources in an operational environment |
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Demonstrated experience in establishing, implementing, and managing effective work processes within a large organization structure |
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Proven ability to prepare comprehensive business plans and strategies and deliver the results in a multi-tasking environment |
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Proven ability to deal tactfully and diplomatically at all levels of the organization and with clients/potential clients of all personality types |
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Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
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