Operations Manager

VXI Global Solutions•Morrow, OH

10d

About The Position

VXI Global Solutions is seeking a Contact Center Operations Manager to lead the culture, engagement, performance, and overall success of a campaign. The role manages and develops direct reports, sets direction based on client expectations and customer needs, and balances strategic leadership with hands-on operational support. The Operations Manager works with Client Services, the Operations Director, Human Resources, Workforce Management, clients, and other stakeholders to meet business and client objectives, develop employees, maintain appropriate staffing and production, and improve business processes. The position operates in a 24x7 environment and requires schedule flexibility to accommodate international time zones. A high school diploma is required; a bachelor's degree is preferred.

Requirements

High school diploma required.
At least 3 years in an Operations Manager or leadership role required.
Flexible schedule to accommodate a 24x7 environment and international time zones.
Must pass a background check and drug screen.
Able to conduct root cause analysis and connect operational decisions to VXI's overall success.
Natural leadership ability to energize multiple teams in an environment of change and growth.
Honesty and ability to inspire integrity in the team.
Experience managing contact centers or campaigns with more than 200 employees.
Experience with Microsoft Project, Outlook, and Microsoft Office, including Word, Excel, and PowerPoint.
Flexibility and adaptability to changing business needs.
Excellent verbal, written, and presentation skills, including persuasive and articulate communication across internal and external levels.
Excellent judgment, problem-solving, 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 skills, including multitasking, organizing, and prioritizing.
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.

Nice To Haves

Bachelor's degree preferred.
At least 3 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.
Promote a positive employee experience, increase employee capabilities and job satisfaction, and meet client expectations.
Develop and lead an operational plan by allocating resources, assigning responsibilities, coordinating and communicating activities, and participating as needed to achieve company goals.
Guide the team in achieving 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 integrate best practices into process-improvement efforts.
Partner with Human Resources to co-manage 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 wider 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.