Global Operations Director of Excellence
14 hours ago
About VXI Global Solutions
VXI Global Solutions is a leading provider of customer service, customer experience, and digital solutions. With over 40,000 employees across more than 40 locations in North America, Asia, Europe, and the Caribbean, we deliver omnichannel and multilingual support to the world's most-respected brands.
We are one of the fastest-growing, privately-held business services organizations in the United States and the Philippines, and one of the few US-based customer-care organizations in China. Our partnership with Bain Capital has been instrumental in our growth and success.
This role will have a direct impact on the overall efficiency and profitability of the company. You will manage the day-to-day operations for the account, overseeing a team of 500+ agents and ensuring all targets are met or exceeded by monitoring client service level measures in real-time.
Key Responsibilities:
- Analyze reports and data to ensure quality, efficiency, and productivity standards are met.
- Develop and implement strategies to improve operational performance, including goal-setting and workforce management.
- Collaborate with the client services and operations director to conduct regular interactions and communication.
- Conduct performance reviews, find root causes, and recommend action plans to solve performance gaps at any level.
- Maintain strict discipline and enforce processes and policies, implementing corrective actions as needed.
- Work closely with the quality manager to ensure VXI operations conform to all guidelines and quality standards set.
Requirements:
- Bachelor's degree (B.A.) from a college or university; or one to two years related experience in a senior management role; or equivalent combination of education and experience.
- Strong analytical and problem-solving skills, with the ability to work in a fast-paced environment.
- Excellent communication and leadership skills, with the ability to motivate teams and drive results.
- Technical knowledge of MS applications and ability to use them effectively.
Estimated Salary Range: $120,000 - $180,000 per year, depending on location and experience.
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