Global VP of Operations & Growth

iQor; Fort Lauderdale (FL); On-site; USD 180,000 - 280,000; Full time

Job summary

iQor in Florida is seeking a Vice President of Operations to drive growth and operational excellence across all regional facilities. You will shape strategic decisions to exceed customer expectations and lead a high-performance team in a dynamic contact center environment.

You will build strategies for profitability, supervise performance metrics, manage change, and align service delivery with contracts. Travel domestically and internationally as required, partnering with customers and leaders

Qualifications

• Bachelor’s Degree in Business Administration, Finance, Engineering or equivalent work experience.
• 10+ years of Contact Center Operations experience.
• 5+ years working in/with a BPO in a leadership capacity.
• Deep understanding of contact center operations and how to achieve key performance metrics.
• Advanced proficiency with Workforce Management Operations and platforms.
• Ability to travel domestically and internationally.

Responsibilities

• Build strategies to execute growth initiatives that will enhance profitability, productivity and efficiency.
• Analyzes operating results to establish objectives and drive solutions.
• Drives innovation to enhance our customer’s satisfaction.
• Influences and guides stakeholders and other colleagues to drive business results.
• Works with leaders across the organization to understand, influence and implement service strategies that support new products and services.
• Communicates effectively with customers to understand service needs & problems.
• Partners with customers to produce clear, cohesive, and consistent representation of operational delivery to our customers & leadership.
• Ability to plan for rapid growth, effectively managing costs and managing change with our customers.
• Standardization of business processes across service delivery footprint.
• Understands contractual obligations to ensure accurate process across the operations.

Education

Bachelor’s Degree in Business Administration, Finance, Engineering or equivalent work experience

10+ years of Contact Center Operations experience

5+ years working in/with a BPO in a leadership capacity

Deep understanding of contact center operations and how to achieve key performance metrics

Advanced proficiency with Workforce Management Operations and platforms

Ability to travel domestically and internationally

Job description

iQor in Florida is seeking a Vice President of Operations to drive growth and operational excellence across all regional facilities. You will shape strategic decisions to exceed customer expectations and lead a high-performance team in a dynamic contact center environment.

You will build strategies for profitability, supervise performance metrics, manage change, and align service delivery with contracts. Travel domestically and internationally as required, partnering with customers and leaders