Contact Center Operations Manager - Trust & Safety

VXI Global Solutions; Morrow (GA); On-site; USD 70,000 - 100,000; Full time

Job summary

VXI Global Solutions seeks a dynamic Contact Center Operations Manager (Trust & Safety) to drive culture, engagement and performance across the campaign. You will develop teams, meet KPIs, and align with client objectives while managing resources and processes for success.

The role requires strategic leadership with hands-on execution, strong communication, and experience overseeing large contact center teams in a fast-paced environment. 24x7 operations and international time zones are expected.

Qualifications

• Must have 3+ years in a Contact Center Operations Management role with leadership success.
• Pass background check and drug screen as part of hire.
• Flexible to support 24x7 operations and international time zones.

Responsibilities

• Oversee culture, engagement, and performance of the campaign.
• Develop and implement plans to meet KPIs and service levels.
• Coach and develop team leads to improve efficiency and output.
• Collaborate with Client Services and OperationsDirector to meet client objectives.
• Lead audits and process improvements to optimize operations.
• Partner with HR and Workforce Management on staffing and development.

Skills

Leadership

KPIs

People management

Communication

Root cause analysis

Strategic thinking

Education

High School Diploma

Tools

Microsoft Project

Outlook

Office Suite

Job description

We are seeking a dynamic Contact Center Operations Manager (Trust & Safety) to join our team. At VXI, we are guided by our Values of Excellence, Integrity, Teamwork, Agility, and Inventiveness.

Contact Center Operations Manager Overview:

The Operations Manager will be directly responsible for the culture, engagement, performance, and overall success of the campaign by ensuring direct reports are properly managed and developed to effectively support the campaign. This position requires a strategic leader who knows how and when to be tactical. A creative gamechanger who is not afraid to roll up his/her sleeves to get the job done!

Your Day to Day:

• Adhere to company policies on ethics and integrity
• Coach and develop team lead to more efficiently run a team of associates and meet KPIs and performance standards
• Work with Client Services Team and Operations Director to ensure that all client and VXI objectives are met.
• Develop and maintain department understanding of client expectations and customer needs in order to set organizational direction and create opportunities to achieve objectives.
• Develop, grow, and maintain a positive employee experience, increase employee capabilities and job satisfaction while ensuring that we uphold our standards and surpass the expectations of our clients.
• Develop “The Plan” and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in the activities necessary to achieve company goals.
• Guide the team to achieve performance metrics, troubleshoot problem areas, and recommend corrective/preventative action plans.
• Lead and direct audits in order to improve business processes and activities.
• Conduct reviews with Clients and Management Team to evaluate lessons learned and ensure best practices are integrated into process improvement efforts.
• Partner with Human Resources to co-manage all staff issues, including staffing and selection, goal setting, annual reviews, compensation planning, and career development.
• Partner with Workforce Management to ensure staffing and production remain at appropriate levels.
• Maintain constant and open communication with all stakeholders.
• Ensure that VXI is represented well to internal clients (our employees), external clients (and their customers), and the community at large. To be successful, you must:
• Must be able to conduct root cause analysis.
• Have the ability to see the big picture and how it relates to the success of VXI.
• Be a natural leader who can energize multiple teams in an environment of change and growth.
• Be honest and inspire the team to operate with integrity.
• Have experience successfully managing contact center(s)/campaigns in excess of 200 employees.
• Have experience using Microsoft Project, Outlook, and Office (Word, Excel, and PowerPoint).
• Be flexible and adaptable to changing business needs.
• Possess excellent verbal, written, and presentation skills.
• Have the ability to deliver persuasive, confident and articulate communication across all levels internally and externally.
• Possess excellent judgment/problem solving skills.
• Have excellent interpersonal, organizational, mediation, and negotiation skills.
• Be recognized as a natural influencer with an ability to find creative solutions to deliver business plan targets.
• Have an advanced understanding and competency in Contact Center Workforce Management discipline.
• Have an advanced understanding of IT/Telephony systems within a contact center.
• Effective time management skills including ability to multitask, organize and prioritize
• Have experience in effectively delivering change within a sales and customer-focused organization.
• A self-starter able to facilitate strategic discussion to move business forward.
• P&L management within a Contact Center environment.

The Education/Experience required:

• High School Diploma Required
• 3+ years in a Contact Center Operations Management role with a demonstrated ability to lead people and gain results preferred
• 3+ years as in Operations Manager/Leadership role required
• 2+ years of Trust & Safety leadership experience preferred
• 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.