Vice President of Call Center Operations

OKIN Process, Inc.•San Antonio, TX

8d•$150,000 - $200,000•Onsite

About The Position

As the Vice President of Call Center Operations for OKIN, this role demands a blend of hands-on operational expertise and high-level executive thinking. This role oversees multiple sites and manages large teams of 300–500+ employees, P&L and key metrics such as customer satisfaction, cost control, and revenue.

Requirements

Bachelor's degree in business administration, operations management, communications, or a related field (required)
10–15+ years of experience in progressive leadership roles, with significant time (often 5–10+ years) in call center/contact center/customer service operations. Experience managing large-scale or multi-site call centers (500+ seats/agents) is common, including international or outsourced (BPO) environments.
Deep knowledge of call center metrics, workforce management, quality assurance, and performance optimization.
Strong strategic planning, change management, and process engineering abilities.
Proficiency in call center technologies, analytics, and tools (ACD systems, dialing platforms, reporting software).
Exceptional leadership, communication, budgeting, and P&L management skills.
Proven track record in cost control, revenue growth, team building, and achieving high customer satisfaction.

Nice To Haves

Master's degree or MBA preferred.
Certifications like Six Sigma, PMP, or experience with mergers/acquisitions transitions, cross-cultural management, or sales-oriented call centers.

Responsibilities

Provide strategic direction and executive oversight for call center operations, including managing multiple centers, workforce capacity, and day-to-day functions to ensure high performance and scalability.
Develop and implement operational strategies aligned with company goals, focusing on improving efficiency, productivity, and customer experience.
Oversee key performance indicators (KPI’s), average handle time (AHT), first-call resolution (FCR), abandonment rates, occupancy, service levels, quality scores, repeat calls, sales/conversion rates (for outbound/sales-focused centers), and overall customer satisfaction (CSAT/NPS).
Manage large-scale budgets and P&L responsibility, including forecasting, cost reduction initiatives, vendor negotiations, and ROI optimization (reducing costs through technology or process changes while boosting revenue via upselling or promotions).
Lead process improvements, implement supporting technologies (CRM, workforce management tools, IVR, automation, chat integrations), and drive continuous improvement programs.
Build and mentor high-performing teams, including directors, managers, supervisors, and agents; focus on training, quality assurance, employee development, and creating a performance-driven culture.
Ensure compliance, risk management, and alignment with business objectives, often collaborating with other executives (CFO, sales, IT) and serving as a liaison with vendors or clients.
Drive metrics-focused outcomes like reducing AHT, increasing first-call resolutions, improving quality ratings, lowering repeat contacts, and enhancing overall profitability.