Teleperformance | VP of Operations

Position Summary:

Primarily handle operations and may also be required to manage multisite operations
Selects, managers, and develops a high performing team of managers, supervisors, and agent staff.

- Consistently demonstrates a commitment to company values
- Makes business decisions based on client contract terms, ensures adherence to client contracts, and participates in the setting and
meeting of project goals
- Sets and measures department goals and metrics in an effort to develop process that exceeds customer expectations
- Prioritizes resource across various projects to gain optimal impact for our customer, our company and our employees
- Demonstrates commitment to employee development
- Creates a positive work environment that encourages employee participation and values the contribution of all employees.
- Develops tactics to address employee issues to improve morale while improving performance
- Creates an environment that enables mission critical information to pass between functions quickly and completely.
- Acts as a liaison with other departmental functions and coordinates with other departments to ensure goals are aligned, constant communication is available, and the overall call center operation is providing quality customer experience efficiently and effectively
- Actively participates in the effective coaching and counseling of staff members
- Utilizes new technologies, processes, and training to constantly improve productivity and achieve a scalable infrastructure that meets the needs of a growing organization
- Fosters the sharing of best practices within and between groups
- Develops or assists with the development and implementation of policies and procedures consistent with organizational standards to
ensure operational efficiency, safety and security
- Strategic planning and execution to enhance profitability, productivity, and efficiency
- Develop and direct the management of Customer Call Center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through upsell and promotional programs, and improved employee product knowledge and training.
- Implement processes and systems that will generate higher productivity and revenue
- Oversees the supervision of personnel, which includes work allocation, training and problem resolution; evaluates performance and
makes recommendations for personnel actions, motivates employees to achieve peak productivity and performance
- Provides advice and assistance to senior management in the planning, implementation, and evaluation of modifications to existing
operations, systems and procedures
- Continuously investigate and introduce process improvement measures and present suggestions to sr. leadership for consideration
- Participate in vendor negotiations to ensure product relevance and cost-efficiency
- Develops annual operating budgets and provides fiscal direction of the department