Vice President

Job Title: VP of Call Center Consumer Operations and Business Services

Description:

This role leads efforts to improve operational efficiency, customer satisfaction, and service delivery in a call center environment.

Key Responsibilities:

1. Strategic Leadership: Develops vision and strategy, drives revenue and cost optimization, collaborates with partners, and promotes automation and AI.
2. Operations and Customer Service Management: Oversees operations to meet KPIs, enhances consumer experience, streamlines workflows, and manages risks and escalations.
3. Vendor Relationship Management: Develops vendor strategy, leads negotiations, ensures compliance, and fosters relationships.
4. Team Leadership and Development: Recruits and mentors talent, fosters a collaborative culture, and drives employee engagement and development.
5. Business Services & Process Improvement: Establishes and optimizes processes, incorporates best practices, and implements automation and AI.
6. Financial Oversight: Manages budget, ensures profitability, and implements cost-effective strategies.

Requirements:

1. Bachelor's degree in Business Administration, Engineering, or Business.
2. MBA or equivalent advanced degree preferred for strategic and business acumen.
3. Minimum 10+ years of experience in call center operations.
4. Minimum 8+ years managing process improvement teams involving automation capabilities.
5. At least 8 years of experience in a senior leadership or management position, overseeing teams and budgets.
6. Hands-on experience managing Consumer/Customers relationships, resolving conflicts, and delivering complex projects.
7. Track record of working with C-suite stakeholders and translating business needs into technical solutions.
8. Expertise in leading large-scale projects with multiple stakeholders, preferably across industries or geographies.

Preferred Qualifications:

1. Lean Six Sigma certification, call center operations certifications.
2. Proficiency in project management tools (e.g., PMP, Jira, Asana) and methodologies (e.g., Agile, Waterfall).
3. Superior problem-solving and analytical skills.
4. In-depth understanding of the Banking, Financial Services industry or technology relevant to the company's professional services.
5. Experience leading organizational changes, scaling teams, and introducing operational efficiencies.