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contact Center Director Of Operations 🔥


The Director of Sales Operations will provide critical support for our sales contact center. You will be directly responsible for the culture and engagement within the contact center by ensuring direct reports are properly managed and developed to effectively support the sales site. This position requires a strategic player who knows how and when to be tactical, and a game-changer who is not afraid to roll-up his/her sleeves to get the job done. We are seeking a highly skilled and effective leader who can manage growth, people and performance. VXI rewards performance and growth with incentives and opportunity.

Here’s what we’ll need from you:

  • Develop, grow, and maintain a positive employee experience, increase employee capabilities and job satisfaction while ensuring that we uphold our standards and surpass the expectations of our clients.
  • Develop “The Plan” and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in the activities necessary to achieve company goals.
  • Guide the team to achieve performance metrics, troubleshoot problem areas, and recommend corrective/preventative action plans.
  • Lead and direct audits in order to improve business processes and activities.
  • Conduct reviews with Clients and Management Team to evaluate lessons learned and ensure best practices are integrated into process improvement efforts.
  • Partner with Human Resources to co-manage all staff issues, including staffing and selection, goal setting, annual reviews, compensation planning, and career development.
  • Partner with Workforce Management to ensure staffing and production remain at appropriate levels.
  • Remain engaged with IT/Telephony management to ensure systems and tools are operating efficiently.
  • Maintain constant and open communication with all stakeholders.
  • Ensure the facility is clean, operational and presentable at all times.
  • Work with government and business leaders to form civic alliances.
  • Ensure that VXI is represented well to internal clients (our employees), external clients (and their customers), and the community at large.

To be successful, you must:

  • Be a natural leader who can energize multiple teams in an environment of change and growth.
  • Be honest and inspire the team to operate with integrity.
  • Have experience successfully managing contact center(s)/campaigns in excess of 600+ employees
  • Have experience using Microsoft Project, Outlook, and Office (Word, Excel, and PowerPoint).
  • Be flexible and adaptable to changing business needs.
  • Possess excellent verbal, written, and presentation skills.
  • Have the ability to deliver persuasive, confident and articulate communication across all levels internally and externally.
  • Possess excellent judgment/problem solving skills.
  • Have excellent interpersonal, organizational, mediation, and negotiation skills, and be recognized as a natural influencer with an ability to find creative solutions to deliver business plan targets.
  • Have an advanced understanding and competency in Contact Center Workforce Management discipline.
  • Have an advanced understanding of IT/Telephony systems within a call center.
  • Have experience in effectively delivering change within a sales and customer focused organization.
  • A self-starter able to facilitate strategic discussion to move business forward.

The Education/Experience required:

  • Bachelor’s degree required. MBA, preferred.
  • 10+ years in a Contact Center Sales Operations Management role with a demonstrated ability to lead people and gain results.
  • Prefer candidates with 5+ years as a Site Director.
  • 5 years managing multiple verticals (Cable/Satellite, Tech Support, Finance and/or Health) in a Contact Center Environment.

At VXI, we don’t rely on the way things have always been done. We are built for agility, speed, and results. We question and measure everything. Results-driven, focusing on execution. Fiercely proud of our startup DNA.

Frictionless, passionate, bold.

These are the principles that define how we work.

EXCELLENCE

From how we develop our talent to how we push ourselves to provide the best, most innovative products and reliable support, we constantly set the industry standard.

AGILITY

We’re receptive and responsive to ever changing markets, technologies and customer desires, and possess the flexibility to scale from start-up to enterprise-sized challenges.

TEAMWORK

We value close collaboration among our diverse set of talents and perspectives and encourage respectful debate in pursuit of a common goal.

INTEGRITY

In each interaction whether it be with clients or with our peers-we are honest, accountable and manage expectations to foster a positive and productive work environment.

INVENTIVENESS

We believe in the power of curiosity and proactive exploration to find the greatest potential of an idea or support solution-we never stop asking if things can be better.

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent. Not included are duties and responsibilities common to all group manager positions including the requirements to attend or conduct staff meetings, prepare status reports, make internal and outside contacts, schedule; promote good housekeeping; enforce safety rules, security regulations, and standards of conduct; carry out equal employment opportunity policies; and to discipline, train, develop, and review the performance of subordinates.

Job Type: Full-time

Job Type: Full-time

Pay: From $110,000.00 per year

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Supplemental pay types:

  • Bonus pay

Education:

  • High school or equivalent (Preferred)

Experience:

  • Call center management: 10 years (Preferred)
  • Site Director: 5 years (Preferred)

Work Location: Remote

  • Health insurance

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