411 Locals · 1 day ago

VP Call Center Operations

United States

Full-time

Remote

Director/Executive

10+ years exp

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Responsibilities

Provide strategic and tactical leadership for all call center operations, encompassing both the sales and customer success divisions, setting clear objectives, driving a minimum of 30% improvement in performance metrics, and ensuring alignment with overall company goals, keeping pace with rapid changes in the SEO and digital marketing landscape.

Actively participate in the day-to-day operations of call center operations, providing coaching, guidance, and support to management teams and agents/customer success representatives, rolling up their sleeves to get the work done and leading by example.

Directly oversee a large, distributed team of approximately 500 agents in the Philippines (PH), Mexico (MX), and India (IN) within call center operations, which includes both sales-focused call center agents and customer success representatives, fostering a culture of collaboration, high performance, and continuous improvement, with a focus on empowering their management team.

Develop, implement, and monitor performance metrics to drive significant improvements in sales conversion rates, customer retention rates, average deal size, customer lifetime value, payability, and customer satisfaction scores across all call center operations. Identify underperforming areas, and create and execute data-driven action plans to achieve improvement, and respond quickly to market shifts.

Lead the development and execution of strategies that optimize the entire customer lifecycle, from initial sale through ongoing engagement and growth, ensuring seamless hand-offs between sales and customer success within call center operations, and implementing changes to streamline the customer journey.

Ensure leaders are effectively overseeing and driving knowledge transfer within their teams through coaching, mentoring, and ongoing, personalized feedback and support, driving a continuous improvement mindset, and development of all call center employees.

Collaborate closely with Sales, Marketing, Product Development and other departments to optimize the entire customer journey, ensuring alignment across all touchpoints, and develop innovative strategies that align with US SMB market needs across call center operations, implementing needed change with speed and effectiveness and focusing on affordable options for US SMB entrepreneurs.

Manage the P&L for call center operations, developing and adhering to budgets, and identifying opportunities for cost optimization while ensuring the highest level of quality and customer experience, and implementing improvements to bottom line results.

Monitor and analyze key performance indicators (KPIs), providing regular reports and insights to leadership, and adjusting strategies as needed across call center operations, and implementing necessary changes.

Champion and implement change management initiatives to improve processes, technology (such as automation, workflow improvements), and knowledge transfer across call center operations, managing resistance effectively, and driving a culture of continuous improvement, and remaining agile and responsive to changes in the SEO and digital marketing field including but not limited to industry changes and competitors.

Qualification

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Call Center OperationsOutbound SalesCustomer RetentionP&L ManagementTeam ManagementChange ManagementFinancial AcumenCoachingMentoringDigital MarketingSaaS Industry ExperiencePerformance MetricsRemote Team Management

Required

10+ years of progressive experience in call center operations, with a strong focus on outbound sales and customer retention with a proven track record of achieving significant increases in revenue, customer satisfaction, and agent/customer success representative performance.

5+ years of experience effectively managing large, distributed teams in a remote work-from-home environment, including extensive experience managing PH-based teams, and an understanding of the unique challenges and opportunities presented by this environment. This is a non-negotiable requirement.

Demonstrated success in driving significant and measurable improvements in sales conversion rates, customer retention, and key operational metrics, including customer satisfaction and customer lifetime value within call center operations.

Strong financial acumen, including experience managing P&L for call center operations, and the ability to use financial data to make strategic decisions, and a track record of driving improvements to bottom line.

Excellent communication, interpersonal, and leadership skills with a proven ability to motivate and inspire teams and create strong partnerships with other business units, and develop the next generation of leaders.

Proven track record of successfully leading and implementing change initiatives, with a focus on process improvements and technology adoption, with a strong track record of managing resistance and driving adoption of new methods and processes.

Exceptional ability to thrive in a fast-paced, rapidly evolving, dynamic, and constantly changing environment driven by the needs of the US SMB market, including the constant shifts in the SEO and Digital Marketing field.

Proven ability to develop employees through coaching, mentoring and support.

Cultural sensitivity and an ability to effectively manage a multicultural workforce, ensuring inclusive leadership practices.

Preferred

Experience in the digital marketing, SaaS, or related industry.

Experience managing and scaling call center operations (both sales and customer success) within a WFH environment.

Experience developing and improving performance through impactful, ongoing activities centered around knowledge transfer and development of leaders and teams.