We are currently seeking a Vice President of Operations with BPO experience, ideally with a background in the banking industry, who possesses a strong sense of resilience and contributes significantly to business outcomes. Duties & Responsibilities: Ensure seamless support experiences for Customer Care, Sales, and Collections clients, resulting in superior satisfaction ratings. Cultivate deep, trusted relationships with key clients served by the team. Serve as the primary relationship manager for clients supported by your team. Develop expertise across all functional areas of the team. Address client concerns promptly to maintain high satisfaction levels. Identify and mitigate risks for at-risk clients by allocating appropriate resources. Analyze metrics from various sources to identify service issues, determine root causes, and implement necessary changes. Interpret metrics to address daily staffing challenges and plan for long-term staffing needs. Monitor queues across functions daily to ensure compliance with SLAs. Collaborate with leaders from other service areas to identify and promote best practices. Implement regular process improvements to enhance client service and collections experiences. Coordinate with other departments to fulfill responsibilities effectively. Provide leadership across the multi-function team, fostering open communication internally and with clients. Motivate the team to deliver outstanding cultural and operational performance. Optimize team efficiency and productivity through effective management. Collaborate with subject matter experts (SMEs) to ensure training needs are met and processes and controls are up to date. Develop team members and facilitate career progression across service disciplines. Effectively manage and develop functional team managers, supervisors, leads, and seniors. Partner with Quality and Training teams to ensure consistent service expectations. Knowledge, Skills, and Abilities: To excel in this role, the individual should possess the following skills and abilities: Proficiency in call center software and metrics. Experience in staffing and scheduling to ensure adequate call center coverage. Ability to evaluate individual and team performance and implement goals to enhance efficiency and customer satisfaction. Capability to quickly and strategically address fluctuations in call center volume. Leadership in driving departmental and organizational initiatives that align with call center operational goals. Experience as a trusted escalation point for clients, understanding when to advocate on behalf of clients and the call center team. Proficiency in analyzing and presenting reports to senior management. Collaborative hiring, training, motivation, and engagement of teams. Strong communication skills, both verbal and written, including public speaking. Analytical and problem-solving abilities. Excellent organizational skills and prioritization capabilities. Adaptability in managing changing priorities in a fast-paced environment. Ability to build and maintain trust with internal teams and clients. Proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and internet research. Experience in management, supervision, and performance management. Strong motivational and coaching skills. If you meet these qualifications and are interested in joining our dynamic team, please reach out to discuss further.
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