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Title:  VP Call Center Operations

Requisition Id:  3928
Job Function:  Customer Experience
Career Area:  Customer Service
Posting Location: 
Position Purpose:

This position directs the activities of Operations, Client Services Support, and Account Programming and Integration to support a continuously expanding customer. Leads the team in continuous improvement to assure seamless integration and service delivery of new and/or existing customer accounts.
Strategic: Oversees the delivery of live voice services and continually evaluates the method and mode of delivery to ensure optimal quality and efficient delivery methodology through improved processes, technology and training. Directs account setup and programming operations to assure a smooth transition to contact center operations. Ensures that the overall business strategy and LRP are communicated and that the Client Services teams function to advance the organizations overall plan. Provides direction during major changes to telephonic or delivery platforms which can help further the interests of the business to ensure our services continue to provide differentiated advantages to the marketplace.
Tactical: Monitors operational and quality metrics of live voice services such as time to answer, handle time, wrap up time, error rates, etc. to ensure optimal service levels for live voice customers. Ensures efficient implementation of live voice services in a way that supports the customers tactical and strategic goals.
Responsible for the ongoing customer support of the entire Communication Solutions service line to include scheduling services, live voice services, and messaging services. Communicates progress towards goals and takes corrective actions when necessary to achieve targets. Responsible for ensuring that all spend optimize the ROI while meeting the needs of the customers we serve.

Key Job Activities:

1)     Oversee day-to-day contact center live voice delivery:
•    Develop and maintain strong relationships with the internal account management team and external customers, whose services are provided through contact centers, conduct regular performance reviews with each account manager and channel customer feedback on a regular basis to improve service and quality. Responsible for the development of and compliance with key performance indicators with the organizational partners.
•    Recommend salary adjustments, promotions, transfers, restructures, and dismissals.  Develops subordinate Managers and/or supervisors, particularly in the management techniques of planning, organizing, leading and controlling through continuous coaching and feedback on performance
•    Administers all Company policies and procedures, communicates to staff, interprets as necessary, and ensures compliance and safety.
•    Selects, trains, and develops an effective and efficient management staff    30%
2)    Support internal Account Management team and external customers with day to day support requests and questions regarding service delivery for live voice, scheduling, and automated messaging.    20%
3)    Accountable for developing and sustaining a culture of customer service excellence and higher level of customer satisfaction, including measurement and continuous improvement.  Serve as the business lead for and partner with IT to support implementation of technology infrastructure, including the hardware, software, and telephony required. Responsible for future implementations of additional live voice services.    20%
4)    Formulate, define and execute sales strategy with the Sales Leadership, understanding customer business and technical drivers.    10%
5)    Responsible for working with any vendors to assure optimization and delivery of strategic projects and day to day live voice delivery.    10%
6)    Establishes priorities and aligns efforts across teams for consistent and effective service delivery.  Provides oversight and direction for Implementation, Account Development, On Call, and Support Teams. Active involvement with C&RS alliance partnerships and business development initiatives.    5%
7)    Other duties and responsibilities, as assigned.    5%

Education:
Required Education: in Bachelor`s Degree
Preferred Education: in Equivalent or Masters
Experience (North America & LATAM):

Required Education:  Bachelor's or equivalent
Preferred Education:  Master's or equivalent 
Required Years of Experience (North America only):   10+ years
Preferred Experience:   Broad extensive knowledge of theories and techniques of a function.
For Management jobs, years of management experience preferred:   5-7
•    Experience demonstrating strong knowledge of leadership and professional development to assigned direct reports. 
•    Minimum of ten years of management experience, including five or more years of management experience, demonstrating strong managerial and administrative skills. 
•    Demonstrated ability to formulate and execute business strategy to meet the strategic needs of the organization.
•    Excellent verbal and written communication skills required.
•    Excellent computer skills required.
•    Strong communication and organizational skills, previous experience managing contact centers, strong working knowledge of communication channel operations (phone, email and live chat systems), proficient with Excel and Word, strong analytical and communication skills (both written and oral).

•    This position requires superior leadership, team building, interpersonal, and analytical skills. The ability to direct and motivate others is important. The VP Professional Services must have a deep understanding of the metrics that drive successful contact center performance, SaaS solutions as well as the ability to both lead and support. 
•    Ability to articulate and inspire a vision for the organization to achieve long term success.  Experience in multiple customer channels is extremely valuable as this position oversees a diverse customer base.  
•    Demonstrates strong interpersonal and consultative skills and the ability to work in concert with others to accomplish objectives and goals; ability to build solid working relationships across divisions/functions; ability to gain agreement on issues and next steps from a diverse audience.
•    Demonstrates the ability to deal openly and honestly with internal and external customers while building credibility and maintaining trust.  Exhibits empathy and sensitivity for the needs of internal and external customers.  Is perceived by others as being helpful and supportive.  
•    Demonstrates the possession of an ability to use both strong analytical skills, as well as strong leadership skills.  
•    Demonstrates the ability to manage own time, activities, and resources.  Identify specific activities required to accomplish objectives, rank them in order of importance, and coordinate and take action to achieve desired results. Prioritize multiple activities and projects.  

Certifications and/or Licenses:
Disclaimer:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.