Vice President of Client Solutions (virtual) in Work From Home at Teleperformance US

Date Posted: 9/25/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/25/2020

Job Description

PURPOSE OF POSITION

The Vice President of Client Services has direct management responsibility for all contact center operations for the assigned sites/programs, overall accountability for the delivery of the operational strategy and the performance of people and processes to achieve the highest levels of client satisfaction. “A Passion for People' is key. In addition, this role is accountable for the financial performance of the assigned sites/programs. As a senior leader, the Vice President of Client Services liaises with other members of the Executive, Global and Site level leadership teams to develop and implement corporate strategy.

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS

● Provide strategic direction and executive leadership over contact center services and operations

● Develop and implement strategic plans and activities to ensure overall operational, financial and growth objectives are met

● Lead process improvement initiatives that deliver financial targets

● Ensure key performance metrics, including contact center statistics, response times, quality, utilization, and customer satisfaction measures are defined and achieved

● Set strategic vision to maintain a positive, high energy workplace culture creating a high level of employee trust and engagement

● Significant focus on retention and attrition

● Develop, implement and manage employee engagement initiatives to enhance workplace culture

● Contribute to the development of infrastructure, processes and systems to increase the quality and efficiency of support to our clients and employees

● Ensure that global operational processes of Teleperformance are implemented and maintained (i.e., TOPs, COPC BEST)

● Interface effectively with key internal teams including Operations, IT, Human Resources, Training, Finance and Quality

● Contribute to building employee and client focus throughout the organization

● Manage the hiring, development, retention and performance of the USA Operations organization

● Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

Job Requirements

QUALIFICATIONS:

● Must be at least 18 years old

● Bachelor's degree in business management or similar field

● 8 plus years prior work experience leading operations in multiple contact centers

● 5 plus years senior level management experience

● COPC Certification a plus

● Exceptional ability to present to all levels of the organization (this is a client facing position)

● Proven leadership abilities and strategic thinking

● Excellent financial management, analytical and problem solving skills a must

● Strong employee and client focus

● Ability to translate strategic direction and client needs into team vision and deliverables

● Ability to effectively prioritize and execute tasks in time sensitive situations

● Excellent organizational skills; ability to set and give direction; ensure good ideas are championed and implemented

● Create an environment of high standards, compliance and conduct through excellent verbal and written communication skills

● Lead through change and influence team work

● Ability to network at all levels of the organization

● Ability to travel extensively domestically and internationally up to 75% as required

● Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks

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