Senior Operations Leader - CX and Process Excellence

VXI Global Solutions; Charlotte (NC); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation

Benefits

Career advancement opportunities

Job summary

VXI Global Solutions in Charlotte, NC is seeking an Associate Director of Operations to lead day-to-day performance for a key Banking client account. You will guide supervisors, drive engagement, and ensure exceptional results.

You will own KPIs (VOC, NPS, CSAT, FCR, AHT, SLAs), manage budgets, mentor teams, and partner with client stakeholders to deliver consistent service and measurable improvements.

Qualifications

• 8+ years in contact center operations management with 4+ years in a leadership role.
• Strong understanding of customer service metrics and best practices.
• Proven ability to lead and develop teams, manage budgets, and drive improvements.

Responsibilities

• Provide strong leadership to the contact center operations team including managers and supervisors.
• Set and monitor KPIs and performance metrics to ensure optimal efficiency and outcomes.
• Drive VOC, NPS, CSAT, FCR, AHT, and SLA improvements through continuous initiatives.
• Collaborate with cross‑functional teams to streamline processes and enhance service delivery.

Skills

Leadership

Operations management

Customer service

Process improvement

Analytics

Budget management

Stakeholder management

CRM systems

Education

College degree or higher

Tools

Contact center software

CRM systems

Reporting tools

Job description

VXI Global Solutions in Charlotte, NC is seeking an Associate Director of Operations to lead day-to-day performance for a key Banking client account. You will guide supervisors, drive engagement, and ensure exceptional results.

You will own KPIs (VOC, NPS, CSAT, FCR, AHT, SLAs), manage budgets, mentor teams, and partner with client stakeholders to deliver consistent service and measurable improvements.