Vice President of Operations We are seeking a seasoned professional with BPO experience, preferably from the banking industry.
The ideal candidate should possess strong resilience and contribute significantly to business outcomes.
Duties & Responsibilities: Ensure seamless support experiences for customers through exceptional service delivery.
Cultivate trusted relationships with key clients by providing tailored solutions and proactive communication.
Serve as the primary relationship manager for assigned clients, addressing their concerns and needs promptly.
Maintain expertise across all functional areas of the team, including sales, collections, and customer care.
Analyze metrics to identify service issues, determine root causes, and implement necessary changes.
Collaborate with leaders from other service areas to promote best practices and drive continuous improvement.
Develop and implement process improvements to enhance client satisfaction and collections experiences.
Coordinate with other departments to ensure effective fulfillment of responsibilities.
Foster open communication within the team and with clients, promoting a positive and productive work environment.
Optimize team efficiency and productivity through effective management and resource allocation.
Knowledge, Skills, and Abilities: Proficiency in call center software and metrics, with experience in staffing and scheduling.
Ability to evaluate individual and team performance, setting goals to enhance efficiency and customer satisfaction.
Leadership skills in driving departmental and organizational initiatives that align with operational goals.
Experience in managing teams, with a focus on hiring, training, motivation, and engagement.
Strong analytical and problem-solving abilities, with excellent organizational skills and prioritization capabilities.
Ability to build and maintain trust with internal teams and clients, with proficiency in Microsoft Office applications and internet research.
Experience in management, supervision, and performance management, with a strong track record of leadership and coaching.
Requirements: This role requires a dynamic and experienced professional who can drive business growth and improve operational efficiency.
If you meet these qualifications and are interested in this opportunity, please contact us to discuss further.
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