Director of Operations and Customer Experience

1 day ago

India VXI Global Solutions Full time

About VXI Global Solutions

VXI Global Solutions is a leading Business Process Outsourcing (BPO) company providing customer service, customer experience, and digital solutions. Founded in 1998, the company has expanded to over 40 locations worldwide with 40,000 employees.

Our services include omnichannel support, software development, quality assurance, CX advisory, and automation & process excellence. We deliver these services to the world's most respected brands through our global presence in North America, Asia, Europe, and the Caribbean.

In 2022, Bain Capital re-invested in VXI, demonstrating the company's performance and growth potential. With this investment, we are transforming to improve the customer experience using industry-leading generative AI technology.

Your Role:

  • You will oversee day-to-day operations and drive the team towards achieving performance targets as the Associate Director of Operations.
  • Provide leadership, mentorship, and guidance to the Contact Center team, including managers and supervisors.
  • Foster a collaborative culture that empowers employees to deliver outstanding service.

Key Responsibilities:

  1. Set and monitor operational goals, KPIs, and performance metrics to ensure optimal team performance and efficiency.
  2. Implement strategies to improve key metrics such as customer satisfaction, first-call resolution, average handle time, and service level agreements.
  3. Identify process gaps and inefficiencies within Contact Center operations and implement continuous improvement initiatives.
  4. Develop and maintain quality assurance programs to ensure consistent delivery of high-quality customer interactions.
  5. Build strong relationships with internal departments to align Contact Center operations with overall company goals.
  6. Assist in creating and managing the budget for Contact Center operations, optimizing resources for maximum efficiency.
  7. Stay updated on industry trends, emerging technologies, and best practices in contact center operations.

Requirements:

  • Bachelor's degree in [relevant field]; Master's degree preferred.
  • 10+ years of proven experience in contact center management, including [X+] years in a leadership role.
  • Strong understanding of contact center operations, customer service best practices, and performance metrics.
  • Excellent leadership and communication skills, with the ability to motivate and develop teams.
  • Proven experience in process improvement, change management, and project management.
  • Strong analytical and problem-solving abilities with a data-driven approach.
  • Proficiency in using contact center software, CRM systems, and reporting tools.

Compensation: The estimated annual salary for this position is around $100,000-$120,000 based on location and industry standards. This figure may vary depending on individual qualifications and experience.

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