Vice President, Operations |
| 4/27/2008 - 5/28/2009 |
| Location: | Orlando, FL not Orem, UT |
| Salary Range: | D.O.E. |
| Exempt/Non-Exempt: | Exempt |
| Benefits: | Full Sento Benefits Package |
| Type: | Full Time |
| Department: | Executive |
| Description: | *** This position will be based in Orlando, FL ***
Primary Duty:
Grow the organization from 250+ employees to 10,000+ employees via consistent processes, procedures and reporting. Develop and execute specific start up plans and processes for new centers. Responsible for customer satisfaction, adherence to SLAs, operational profit and loss including organic growth, site selection and acquisitions and Employee Satisfaction. Work with all levels of Organization to develop Career Paths for Staff Members.
Essential Duties and Responsibilities:
P&L fiscal responsibility and accountability
Operational metric performance/relationship at the highest level senior point of contact for clientele in house and external.
Multi-site responsibility travel to/from as necessary
Supervisory Responsibilities:
Supervise the selection, training, development, appraisal and work assignments of Operations management staff.
Other Duties and Responsibilities:
Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
Participate in proactive team efforts to achieve department and company goals.
Provide leadership to others through example and sharing of knowledge/skill.
Perform other duties as assigned.
Qualifications:
Education and/or Experience:
Master's degree (M. A.) or equivalent; or four to ten years related experience and/or training; or equivalent combination of education and experience. Contact center outsource experience at a senior level (multi-site + In-Home Agents, College Campus ). Inbound specific background + the true interrelation with voice (self help, email, chat) experience and expertise. Technical understanding of Internetworking Support and Advanced Services Support Methodology.
Language Skills:
Ability to read, analyze and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to write speeches and articles using original or innovative techniques or style. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups and/or boards of directors.
Mathematical Skills:
Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.
Reasoning Abilities:
Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables.
Computer Skills:
Utilize complex computer operations (intermediate programming in 3rd and 4th generation languages, relational databases, and operating systems) and advanced features of software packages (word-processing, spreadsheet, graphics, etc.)
Planning/Organization:
Prioritize, organize, and delegate assignments.
Physical Demands*:
Physical activity will be light and non-strenuous. While performing the duties of this position, the employee is regularly required to sit and talk or hear, and to use hands to finger, handle or feel. The employee is occasionally required to stand, walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. There are no special vision requirements.
Work Environment:
The work environment is usually a well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. Noise is moderate and typical of a business office.
Travel:
Moderate overnight travel (up to 50%) by land and/or air.
Contacts:
Management and supervisors of operating sites, executives, employees, accounting and payroll, human resources, clients.
Work Schedule/Hours:
Schedule and hours as necessary to fulfill responsibilities.
Nothing in this position description restricts managements right to assign or reassign duties and responsibilities to this position at any time.
*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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