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VP, Call Center Operations

Century Group

Los Angeles, CA

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JOB DETAILS
SALARY
$200,000–$400,000 Per Year
SKILLS
Alliance/Partner Management, Analysis Skills, Artificial Intelligence (AI), Business Administration, Call Center Evaluation, Call Center Management, Call Center Operations, Call Centers, Computer Skills, Conversation Engine, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer/Client Research, Data Analysis, Develop and Maintain Customers, Emerging Technology, International Business, International Operations, Leadership, Maintain Compliance, Mentoring, Metrics, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Operations Management, Performance Analysis, Performance Metrics, Quality Assurance, Reporting Dashboards, Scripting (Scripting Languages), Team Lead/Manager, Technology Analysis, Vendor/Supplier Management, Willing to Travel
LOCATION
Los Angeles, CA
POSTED
2 days ago

Century Group is partnering with a client who is seeking a VP, Call Center Operations to join their team. Exact compensation may vary based on skills, experience, and location. Expected starting base salary $200,000 to $400,000 per year.

Job Responsibilities:

  • Evaluate call center operations, set operational and performance standards for agents and leadership.
  • Analyze our customer data and feedback to enhance satisfaction and experience.
  • Monitor key performance metrics such as handle time, first-call resolution, and customer satisfaction using real-time dashboards.
  • Collaborate with business and technical teams to develop and implement customer engagement initiatives and call center systems.
  • Assess emerging technologies, such as AI-driven chatbots, speech analytics, and omnichannel solutions, to enhance customer interactions.
  • Collaborates with QA and management teams to enforce script guidelines and compliance. Identify and deploy coachable opportunities.
  • Offers a key voice for a comprehensive training program aligned with business objectives and addresses training gaps.

Qualifications:
  • Bachelor's degree in business administration, Operations Management, or a related field.
  • 10+ years' experience managing Contact Centers (omni channel solutions and implementation experience preferred).
  • Demonstrated success as a Contact Center executive with experience in call metrics.
  • Flexibility to conduct international business travel in support of our global operations.
  • Masterful analytical skills to ensure data is the driver of all business decisions.

Experience:
  • Offer experience working in a BPO environment, managing multiple vendor partners.
  • Have knowledge of customer relationship management (CRM) systems and techniques.
  • Offer expert computer skills and advanced working knowledge of PowerPoint, Excel, Word, MS Outlook
  • Have experience managing global teams, across multiple cultures and languages.
  • Have excellent resource (people, time, tasks) management skills.
  • Lead with excellence with the ability to motivate and mentor teams.

REF # 48346
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About the Company

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Century Group

Century Group is an executive recruiting and professional staffing firm providing top-tier accounting and finance talent to start-up, mid-market and Fortune 500 enterprises on a direct hire, temporary and temp-to-hire basis. Our specialized focus, extensive talent network and 30 years of experience ensure we’ll deliver the right professional – fast.

We utilize the tools of executive search to select the most qualified candidates in the timeliest manner, while reducing the risk associated with hiring through other methods. With over 85% of our business from returning, satisfied clients and 80% of clients making their final candidate selection within 30 days, our methodology speaks for itself.

COMPANY SIZE
100 to 499 employees
INDUSTRY
Accounting and Auditing Services
FOUNDED
1989
WEBSITE
https://www.century-group.com/

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