Vice President Operations
The Vice President of Operations is responsible for overseeing and managing the operations of one or more contact center clients within the organization.
This role involves strategic planning, direction, and coordination of operational activities to ensure the development of efficient, cost-effective systems that meet both current and future business needs.
The successful candidate will be a hands-on leader with a proven track record in call center management, strong expertise in driving key performance indicators (KPIs), financial performance, and a commitment to delivering exceptional customer service.
Key Responsibilities
- Client Relationship Management : Develop and maintain a strong relationship with senior client stakeholders, ensuring alignment on objectives, performance expectations, and operational strategy.
- Operations Leadership : Oversee all aspects of contact center operations, including managing performance metrics, financial outcomes, and customer service processes to ensure smooth, efficient, and high-quality operations.
- Strategic Planning & Execution : Define and implement the operations strategy, structure, and processes, with a focus on continuous improvement and scalability.
- Financial Oversight : Lead quarterly and annual budgeting processes, manage P&L responsibilities, and ensure operations are within budget while optimizing cost efficiency.
- Performance Management : Monitor operational performance through key metrics (e.g., talk time, booking rate, time to answer, call volume, etc.
and implement solutions to drive operational efficiency and excellence.
- Team Leadership : Lead, hire, train, and mentor the senior operations management team. Foster a collaborative, high-performance culture focused on growth and professional development.
- KPI Management : Drive the achievement of key performance indicators (KPIs) related to operational efficiency, customer satisfaction, and financial targets.
- Continuous Improvement : Partner with Site Leadership to identify and implement ongoing process improvements aimed at enhancing both efficiency and customer service quality.
- Client Compensation & Structure Understanding : Ensure a deep understanding of client compensation structures and the potential impact of any plan changes on operations.
- Industry Insights : Stay informed of industry trends and best practices, sharing valuable insights with the team to stay competitive.
- Strategic Growth : Collaborate with Executive and Program Leadership to develop and implement strategic growth plans, identifying new opportunities and optimizing revenue.
Qualifications
- Minimum 5 years of leadership experience in a high-volume service environment.
- Post secondary degree in Business, Accounting, or an equivalent related field OR experience in lieu of a degree.
- Proven experience in managing multi-team operations and building cohesive, high-performing teams.
- Strong skills in project management, budgeting, and financial oversight.
- Experience working directly with clients, understanding client needs, and managing relationships at a senior level.
- Demonstrated ability to lead, mentor, and inspire teams to build strong relationships and achieve operational goals.
- A track record of creating and achieving KPI-based financial plans to drive operational success.
Vice President Operations
The Vice President of Operations, is accountable for, and will plan, direct, coordinate, and oversee operations for one or a number of contact center clients in the organization. Oversee all aspects of the client(s) call center operations, including performance metrics, financial performance to plan...
Groupe PPD -- Vice-président, Opérations
Améliorer la qualité des produits, des services et des systèmes de gestion afin d’offrir des produits hautement compétitifs. L’offre de services était d’abord concentrée sur des produits d’UHMWpe « grade médical » pour ensuite incorporer plusieurs autres matériaux biocompatibles tels qu’entre autres...
vice-president head of technology and operations
Relocation costs covered by employer.Allocate material, human and financial resources to implement organizational policies and programs.Authorize and organize the establishment of major departments and associated senior staff positions.Establish objectives for the organization and formulate or appro...
Corner Collection -- Vice-président.e, Opérations / Vice President, Operations
Reporting to the CEO, the Vice President, Operations will join Corner Collection’s executive team and provide it with leadership, guidance, and support to ensure the successful execution of organizational goals across the business. Offrir un service personnalisé et minutieux à leurs invité. C’est le...
Vice-Président Opérations
VICE-PRÉSIDENT(E) AUX OPÉRATIONS. Il est membre du comité exécutif et collabore à l’enlignement stratégique de l’entreprise et à la gestion de l’interdépendance des services de l’entreprise, tout en agissant à la fois comme expert et maître d’œuvre dans les activités opérationnelles. Développer et i...
Vice President of Production
Our client is looking for a Vice President of Production. This position requires a dynamic, entrepreneurial individual with extensive knowledge of the apparel industry. The VP will report directly to the company's senior management, including the Chief Operating Officer and ownership, to ensure stra...
Chief Executive Officer
As the Chief Executive Officer, you will provide visionary leadership, driving the organization’s growth, operational efficiency, and mission. ...
Président
Notre client est l'un des plus grands grossiste/distributeur d'équipements et d'outillage dans le domaine automobile (aftermarket) en Europe et en Amérique du Nord.Il est à la recherche d’un .Ce poste de direction, basé dans la région de Montréal est chargé de guider le développement stratégique, la...
Junior Estimator/Project Manager
In this role, you will support senior estimators and project managers in planning, estimating, and managing sewer, water, excavation and roadworks projects. Collaborate with senior estimators and project managers to develop project budgets and schedules. Support project managers in overseeing projec...
General Manager - Transportation
Through their various divisions they offer a variety of Transportation solutions and are currently looking for a General Manager for their asset based operations in Hamilton. Reporting to the Vice President, the General Manager will be responsible for the overall operation of the business with speci...