Manager, Operations

VXI Global Solutions•Morrow, OH

About The Position

VXI Global Solutions is seeking a Contact Center Operations Manager to oversee the culture, engagement, performance, and overall success of a campaign. The role leads and develops direct reports so they can effectively support campaign goals, combining strategic leadership with hands-on execution. The manager works across teams to meet client and company objectives, improve business processes, maintain appropriate staffing and production, and ensure a positive employee experience while meeting client expectations. The position operates in a 24x7 environment and requires schedule flexibility to accommodate international time zones. Candidates must pass a background check and drug screen. The description notes that the listed duties are not all-inclusive and that common group manager responsibilities also apply.

Requirements

High school diploma required.
Ability to conduct root cause analysis.
Knowledge of managing line adherence.
Ability to understand the big picture and its relationship to VXI’s success.
Natural leadership ability to energize multiple teams in a changing and growing environment.
Honesty and ability to inspire integrity in the team.
Experience successfully managing contact centers or campaigns with more than 200 employees.
Experience using Microsoft Project, Outlook, and Microsoft Office, including Word, Excel, and PowerPoint.
Flexibility and adaptability to changing business needs.
Excellent verbal, written, and presentation skills.
Ability to communicate persuasively, confidently, and articulately across internal and external levels.
Excellent judgment and problem-solving skills.
Excellent interpersonal, organizational, mediation, and negotiation skills.
Ability to influence others and find creative solutions to achieve business plan targets.
Advanced understanding and competency in contact center Workforce Management.
Advanced understanding of contact center IT and telephony systems.
Effective time management, including the ability to multitask, organize, and prioritize.
Experience delivering change effectively within a sales- and customer-focused organization.
Self-starter able to facilitate strategic discussions that move the business forward.
P&L management experience within a contact center environment.
Flexibility with schedule to accommodate a 24x7 environment and international time zones.
Must pass a background check and drug screen.

Nice To Haves

Bachelor’s degree preferred.
Three or more years in a Contact Center Operations Management role, with demonstrated ability to lead people and achieve results, preferred.

Responsibilities

Adhere to company policies on ethics and integrity.
Coach and develop team leads so they can manage associates effectively and meet KPIs and performance standards.
Work with the Client Services Team and Operations Director to meet client and VXI objectives.
Develop and maintain the department’s understanding of client expectations and customer needs, setting organizational direction and identifying opportunities to achieve objectives.
Develop and maintain a positive employee experience, increase employee capabilities and job satisfaction, and uphold standards while meeting client expectations.
Develop plans and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in activities needed to achieve company goals.
Guide the team toward performance metrics, troubleshoot problem areas, and recommend corrective and preventive action plans.
Lead and direct audits to improve business processes and activities.
Conduct reviews with clients and the Management Team to evaluate lessons learned and incorporate best practices into process improvement efforts.
Partner with Human Resources to co-manage staff issues, including staffing and selection, goal setting, annual reviews, compensation planning, and career development.
Partner with Workforce Management to maintain appropriate staffing and production levels.
Maintain open communication with stakeholders.
Represent VXI positively to employees, external clients and their customers, and the community.
Attend or conduct staff meetings; prepare status reports; make internal and external contacts; and schedule activities.
Promote good housekeeping; enforce safety rules, security regulations, and standards of conduct; carry out equal employment opportunity policies; and discipline, train, develop, and review subordinate performance.