Dynamic Contact Center Operations Leader

VXI Global Solutions; Ohio; On-site; USD 90,000 - 130,000; Full time

Job summary

VXI Global Solutions is seeking a dynamic Contact Center Operations Manager to lead and develop a large multi-site campaign. You will inspire teams, optimize processes, and work closely with clients to meet performance targets.

The role demands strategic leadership, hands-on execution, and strong communication across all organizational levels. The position requires managing campaigns with 200+ employees, delivering process improvements, and ensuring client satisfaction in a fast-paced

Qualifications

• Bachelor’s degree preferred
• 3+ years in a Contact Center Operations Management role with a proven ability to lead people and drive results
• 3+ years in an Operations Manager/Leadership role
• Flexible with a 24x7 schedule to accommodate international time zones
• Must pass a background check and drug screen

Responsibilities

• Adhere to ethics and integrity in all actions
• Coach and develop team leads to improve KPI performance
• Collaborate with Client Services and Operations Director to meet client/VXI objectives
• Align department with client expectations and customer needs
• Foster positive employee experience and elevate job satisfaction
• Lead planning efforts, allocate resources and coordinate activities
• Drive performance metrics, identify and address gaps
• Lead internal audits to improve processes and practices
• Review with Clients/Management to capture lessons learned and implement best practices
• Partner with HR to manage staffing, goals, reviews and development
• Coordinate with Workforce Management to maintain proper staffing levels
• Maintain open communication with stakeholders
• Represent VXI positively to internal/external clients and community
• Demonstrate root cause analysis, strategic vision, and leadership across multiple teams
• Possess strong IT/Telephony system knowledge in contact centers
• Deliver change within a sales/customer-focused organization
• P&L management within a contact center environment

Skills

Leadership

Strategic thinking

Communication

People management

Root cause analysis

Education

Bachelor’s degree

High School Diploma

Tools

Microsoft Project

Outlook

Microsoft Excel

PowerPoint

Job description

VXI Global Solutions is seeking a dynamic Contact Center Operations Manager to lead and develop a large multi-site campaign. You will inspire teams, optimize processes, and work closely with clients to meet performance targets.

The role demands strategic leadership, hands-on execution, and strong communication across all organizational levels. The position requires managing campaigns with 200+ employees, delivering process improvements, and ensuring client satisfaction in a fast-paced