Associate director of operations
1 month ago
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: more information about our partnership with Bain, please visit: 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
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