Associate Director of Operations

5 days ago

hyderabad, India VXI Global Solutions Full time

Associate Director of Operations

Hyderabad, Telangana (onsite)


About VXI

VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world’s most-respected brands.


VXI is 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.


VXI is also backed by private equity investor Bain Capital. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, not only did VXI expand our footprint in the US and Philippines, but we also gained ground in the Chinese and Central American markets. We also acquired Symbio, expanding our global services offering and enhancing our competitive position.


This year, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This is a rare occurrence in the private equity space and shows the level of performance VXI delivers for our clients, employees, and to shareholders.


For more information about VXI, visit:


For more information about our partnership with Bain, please visit:


Role Summary

  • This position has a direct and immediate impact on the overall efficiency and profitability of the company.
  • Manage the day to day operations for the account. This position will be managing a team of 500+ agents, manages the P&L, able to Plan, Organize, Direct, Control and Budget operational resources and ensures all targets are met or exceeded by monitoring client service level measures in real time.


Essential Duties & Responsibilities

Other duties may be assigned by the Department Head and / or its representatives

  • Analysis - Manages call center operations by means of reviewing and analyzing reports, records, and data to ensure that all quality, efficiency, and productivity standards/targets are met. Description of the metrics may change as per client directives and are available on Operations Performance Expectations.
  • Reporting - Analysis of reports rooting from several sources (whether client-based or internally-generated reports) essential in the day-to-day functions. Also expected to be highly keen on the details provided & hold Operations and/or other departments accountable to take actions on areas needing improvement.
  • Goal-Setting - Sets operational goals and business objectives. When needed, translates these goals into actionable items from Group/Shift Managers down to Team Manager (line supervisor) level. This includes setting or recommending topics for pre- and/or post-shift meetings / huddles with respective groups discussing goals, trends, action plans, among other announcements; including checks & balances (i.e. check for understanding).
  • Strategies – Assists the Operations Director in developing long term sales and quality strategies including ongoing needs, assessment, and feedback from Operations and Quality Monitoring processes.
  • Discipline – Maintains a strict form of discipline at all times, in terms of processes and policies. At times, may implement corrective actions to address performance gaps and analyze trend data to coach group Managers and Team Managers to attain goals and objectives, through the Operations Manager. Specific follow-through activities are also required. This includes A-Bay Programs, Performance Improvement Plans, etc.
  • Communication - Communicate program activities and plans to the Operations Director and/or the entire operations team. Plans include: Leadership Specific Changes (i.e. partner changes, Sales Briefs or Leadership News Briefs, etc..); Business Strategy Changes (i.e. Closing Tactics, Gift Cards provided to customers, etc.); Internal-VXI Development (i.e. HR Policies / Memos), etc. The CRM must also have a clear understanding of the business as well and the events related to the company.
  • Client-Dealing - Conducts interactions and regular communication with the client; in partnership with the Client Services and Operations Director. Interactions include (not limited to): client call calibration, performance rankings and reviews, daily summaries, among others. Meeting deadlines for client requirements is a must.
  • Performance Management – Helps the Operations Director in conducting performance reviews as well, finds root cause and recommends action plans to solve performance gaps at any level. Performance Items include key metrics: Close Rate, Advance Product Take Rate, Package Penetration, AHT, Quality, among others. Performance reviews can take place in the form of formal scorecard reviews or one-on-one sessions, as needed.
  • Workforce Management – Keeps a close watch on WFM in terms of line requirements, schedule adherence, meeting staffing lines, recruiting overtime as the business requires; etc. and executes necessary decisions.
  • Expectations – Ensures that all parties/departments are executing the expectations set by the Business Leader / Director in terms of other Operational Performance Management functions specific to the program. This includes: Outlier Management – i.e. Daily / Weekly / Monthly outliers, which agents / TMs are at the bottom tier? How many? What %? Delivery of such results / items / reports to the Business Leader is necessary.
  • Motivation - Formulate and propose strategies, and taps the necessary teams, to motivate teams and agents alike. This can include incentive programs, hours of operations changes, etc.
  • Time Management – Creates or recommends schedules to the SME and BUSA Team for better operations coverage at all sites. This may also include operations teams’ change of schedules to maximize business opportunities; in partnership with the Workforce Management Team adhering to client line requirements; and includes development activities like Coaching/Monitoring, Performance Trend reviews, etc.
  • Quality - Works with the Quality Manager and/or team internally in VXI and with the client side to make sure VXI Operations conform to all guidelines and quality standards set.


Education & Experience

  • 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 is a plus; Administrative experience and budgeting


Competencies

  • Customer Focus (Core)
  • Quality Orientation (Core)
  • Results Driven and Process Oriented (Core)
  • Team Development (Core)
  • Performance Management (Core)
  • Impact and Influence (Core)
  • Initiative and Self-Esteem (Core)
  • Coaching and Developing Strength(Core)
  • Change Management (Core)
  • Conflict Management and Issue Resolution (Core)
  • Administration
  • Decision Making
  • Flexibility
  • Teamwork
  • Verbal and Written Communications
  • Methodical Planning
  • Strategic Planning
  • Keen eye on detail
  • Technical Knowledge on MS applications

  • Compliance Operations Director

    7 days ago

    Hyderabad, Telangana, India Winfort Full time

    The Compliance Operations Director is responsible for leading multiple teams of associates and fostering strong relationships with internal clients. This position involves defining operational strategies to meet client expectations, developing annual business plans, maintaining high customer service levels, and recruiting and coaching leadership staff.This...

  • Associate Director of Operations

    2 days ago

    Hyderabad, India VXI Global Solutions Full time

    Associate Director of Operations Hyderabad, Telangana (onsite) About VXI VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support,...

  • Associate Director of Operations

    1 day ago

    Hyderabad, India VXI Global Solutions Full time

    Associate Director of OperationsHyderabad, Telangana (onsite)About VXIVXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software...

  • Associate Director of Operations

    4 days ago

    Hyderabad, India VXI Global Solutions Full time

    Associate Director of OperationsHyderabad, Telangana (onsite)About VXIVXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software...

  • Associate Director of Operations

    5 days ago

    Hyderabad, India VXI Global Solutions Full time

    Associate Director of OperationsHyderabad, Telangana (onsite)About VXIVXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software...

  • Associate Director

    7 days ago

    Hyderabad, Telangana, India Axis Services Full time

    Associate Director - CodingAt Axis Services, we are seeking a highly skilled Associate Director - Coding to join our team in Hyderabad. As a key member of our operations team, you will play a crucial role in driving efficiency and meeting/exceeding initiative targets.Key Responsibilities:Develop strategies to build and sustain operational excellence.Identify...

  • Associate director of operations

    21 hours ago

    Hyderabad, India VXI Global Solutions Full time

    Associate Director of Operations Hyderabad, Telangana (onsite)About VXIVXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software...

  • Associate Director of Operations

    5 days ago

    hyderabad, India VXI Global Solutions Full time

    Associate Director of OperationsHyderabad, Telangana (onsite)About VXIVXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software...

  • Associate director of operations

    5 days ago

    Hyderabad, India VXI Global Solutions Full time

    Associate Director of OperationsHyderabad, Telangana (onsite)About VXIVXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software...

  • Director/ Senior Director/ Associate Director

    1 week ago

    Hyderabad, Telangana, India SVKM's Narsee Monjee Institute of Management Studies (NMIMS) Full time

    A prestigious opportunity at SVKM's Narsee Monjee Institute of Management Studies (NMIMS)We invite applications for the esteemed position of Director/ Senior Director/ Associate Director - FinanceAs a leading institution, we seek a distinguished professional with a Ph.D. in Finance or a relevant field.The ideal candidate should possess a strong research...

  • Associate Director of Operations

    5 days ago

    Hyderabad, India VXI Global Solutions Full time

    Associate Director of Operations Hyderabad, Telangana (onsite) About VXI VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support,...

  • Associate Director

    3 weeks ago

    hyderabad, India Axis Services - India Full time

    Hello, This is HR Aparna , From Axis Services!We are hiring || Associate Director - Coding (RCM Healthcare) || 50 LPA || Physician billing & Hospital billing||Eligibility Criteria: Exp: Min 18+ yrs exp in Medical Coding || (Health Care)Package: Up to 50 LPA Locations: HyderabadWork from office2 way cabRelieving letter is mandatoryRoles & Responsibilities: Be...

  • Associate Director

    3 weeks ago

    Hyderabad, India Axis Services - India Full time

    Hello, This is HR Aparna , From Axis Services! We are hiring || Associate Director - Coding (RCM Healthcare) || 50 LPA || Physician billing & Hospital billing|| Eligibility Criteria: Exp: Min 18+ yrs exp in Medical Coding || (Health Care) Package: Up to 50 LPA Locations: Hyderabad Work from office 2 way cab Relieving letter is mandatory Roles &...

  • Associate director

    3 weeks ago

    Hyderabad, India Axis Services - India Full time

    Hello, This is HR Aparna , From Axis Services! We are hiring || Associate Director - Coding (RCM Healthcare) || 50 LPA || Physician billing & Hospital billing|| Eligibility Criteria: Exp: Min 18+ yrs exp in Medical Coding || (Health Care) Package: Up to 50 LPA Locations: Hyderabad Work from office 2 way cab Relieving letter is mandatory Roles &...

  • Director of Compliance Operations

    4 weeks ago

    Hyderabad, Telangana, India Ascensus Full time

    Job Title: Director, Compliance OperationsThe Director of Compliance Operations is a key leadership role responsible for overseeing the development and implementation of operational strategies to ensure compliance with regulatory requirements and industry standards. This position will lead several teams of associates and develop strong working relationships...

  • Operations Director

    4 weeks ago

    Hyderabad, Telangana, India Electronic Arts Full time

    Job Title: Director of OperationsElectronic Arts is seeking a highly experienced and skilled Director of Operations to lead our studio's operational aspects, including game development and live services. As a key member of our leadership team, you will be responsible for establishing development frameworks, managing budgets, and driving operational...

  • Strategic Operations Director

    3 weeks ago

    Hyderabad, Telangana, India ADP Full time

    Job Title: Director - Retirement ServicesLocation: HyderabadExperience: 15+ YearsJob Level: G5L1Eligibility Criteria:Must have at least 24+ months of experience in the current role or grade.If applying laterally, need to have at least 12 months of experience in your present role/grade.Strong communication skills (oral and written) are required.Working...

  • Director of Inflight Services

    6 days ago

    Hyderabad, Telangana, India IndiGo Full time

    Job Description:As a key member of the IndiGo team, the Associate Director will lead cross-functional teams to drive operational excellence and customer satisfaction. This includes collaborating with departments to address issues like flight delays, roster needs, and technical issues.The Associate Director will manage ongoing crew operations projects and...

  • Senior Operations Director

    2 weeks ago

    Hyderabad, Telangana, India Axis Services Full time

    Associate Director - CodingHyderabad Upto 50LPA- We are offering an exciting opportunity for a skilled professional in Medical CodingEligibility Criteria: Exp: Min 18+ yrs exp in Medical CodingPackage: Up to 50 LPALocations: HyderabadWork from office2 way cabRelieving letter is mandatoryKey Responsibilities:Drive efficiency and meet/exceed initiative...

  • Senior Operations Director

    3 weeks ago

    Hyderabad, Telangana, India Axis Services Full time

    Job Summary:We are seeking a highly experienced Associate Director to lead our Medical Coding Operations team at Axis Services. The ideal candidate will have a strong background in medical coding and a proven track record of driving efficiency and meeting/exceeding initiative targets.Key Responsibilities:Drive efficiency and meet/exceed initiative...