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

Date Posted: 9/24/2020

Job Snapshot

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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