Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:
• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO
Vision Statement
Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.
Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.
The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
Position Overview
The Vice President of Operations (VPO) improves assigned site profitability while protecting existing market share by delivering operational performance by managing KPI's and creating a platform for our future growth. If applicable, leads regional talent acquisition strategy and execution. Identifies and develops high potential leaders within the organization. Advocate for brand protection, including compliance and security, and reinforces the CX360 operating model.
Duties and Responsibilities
- Manages Senior Directors, Directors and other Operations roles to foster teamwork and cooperation among the site/account operations and corporate departments
- Maintains effective team and interpersonal relationships across all functional groups in the organization
- Establishes clearly defined targets for respective departments and direct reports
- Provides continual communication and coordination of functional activities to departments so that external and internal targets are exceeded
- Proactively develops and communicates strategic account plans driving overall performance for the organization
- Improves site profitability and payroll margins
- Improves overall site KPI attainment
- Improves regional cost to acquire.
- Improves ability to assess, hire, promote, and develop within operations organization. Develop a virtual bench for all key positions and a succession plan for this position.
- Identifies and escalates appropriately, responds to reputational risks within the sites or partnerships
Qualifications
- Minimum 10 years progressive management and leadership of operational teams.
- Bachelor's Degree in Business, Finance, or related field of study
- Strong financial and strategic planning experience
- Call center, BPO or other direct marketing experience
- Understands the business to accomplish goals in a timely, productive and fiscally responsible manner
- Able to grasp concepts and effectively communicate them to staff
- Detailed-oriented
- Able to work effectively in a constantly changing environment
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability