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Operations Manager (3 Openings)

VXI is guided by our Values:Excellence, Integrity, Teamwork, Agility and Inventiveness.

The Operations Manager will be responsible for the day-to-day operations of a team of Team Leaders. This position has a direct and immediate impact on the overall efficiency and profitability of the company.

Your Day to Day:

·         Exhibit the VXI Culture of Performance and Core Values; Teamwork, Integrity, Excellence, Agility and Inventiveness by regularly applying these guiding principles in the decisions and actions chosen based on Reason, Record, and Circumstance.

·         Meeting or exceeding Key Performance Indicators and Guidelines. Plans, directs, supervises, and evaluates workflow. Coordinates work activities to achieve the volume expected to meet operational requirements.

·         Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.

·         Maintains staff by recruiting, selecting, orienting, and developing employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities.

·         Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, and counseling employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.

·         Establishes strategic goals by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.

·         Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.

·         Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

·         Other tasks and duties as assigned by the leadership team.

To be successful, you must:

·         Exhibit professional behavior and demeanor.

·         Have experience utilizing contact center tools, systems, and methodologies.

·         Be able to coach and motivate team members in accordance with VXI’s Performance Culture.

·         Have strong MS Office skills including Word, Excel, and PowerPoint.

·         Be adaptable to swift program changes, proficient in proactive critical thinking and problem-solving skills.

·         Be able to communicate to director/executive levels with clear and concise information regarding any problems and provide viable solutions.

·         Be able to mage all levels of management.

·         Be able to meet deadlines.

The Education/Experience required:

·         Bachelor’s degree preferred.

·         5+ years in a Call Center Operations Management role with a demonstrated ability to lead people and gain results.

·         Internal candidates must have 2+ years as a Team Leader on current campaign, or 1 year as an Operations Manager on another campaign.

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Other:

·         Flexible with schedule to accommodate working in a 24x7 environment and international time zones.

·         Must be able to pass a background check and drug screen.

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.  Not included are duties and responsibilities common to all group manager positions including the requirements to attend or conduct staff meetings, prepare status reports, make internal and outside contacts, schedule; promote good housekeeping; enforce safety rules, security regulations, and standards of conduct; carry out equal employment opportunity policies; and to discipline, train, develop, and review the performance of subordinates.