SVP Operations – 1st Party Job in Jacksonville 32256, Florida US

Job Description

The SVP of Operations will be responsible for managing and overseeing the Business Process and Contact Center outsourcing operation. The mission of this position is to develop and lead a dynamic, stable but flexible and highly functional call center team to provide best in class customer service and receivables management outsourcing services to our clients while building on a model that optimizes revenue and margin for the company.

The position will work closely with the Innovation and Analytics group and IT to ensure continuity of operational procedures and policies and drive improvement initiatives and strategies.

Responsibilities:

·         Manage all day to day operations for 1st party outsource department

·         Execute strategic plans to drive exceptional revenue growth while scaling efficiently.

·         Establish and report all goals critical internal KPIs.

·         Produce and manage 1st party outsourcing operation budget

·         Interact with and issue regular reports to the senior management team

·         Work with COO to shape and develop strategy and organization

o        Ensure proper report structure

o        Help identify opportunities and areas for improvement

·         Continuously analyze current business work flow and productivity/efficiency results in order to seek process improvement.

·         Advise on strategic business development and key planning issues that relate and impact the operations of the company.

·         Ensure individual and team success through continuous evaluation, constructive coaching, and results-oriented motivation.

·         Lead managers to evaluate and take actions that are consistent with the company's overall strategy.

·         Develop and monitor performance goals

·         Develop and organizational environment that fosters  a work ethic and passion consistent with ERC culture

·         Implement new business initiatives including system design, implementation, and performance management.

·         Develop and direct operational support including but not limited to forecasting, scheduling and the real time management of enterprise service levels and all operational efficiencies.

·         Benchmark similar operational functions externally to identify important new trends, establish and monitor performance, call center service and operational strategies and metrics for world class performance.

·         Continued knowledge enhancement of the industry, technologies and networking with other industry experts.

·         Attain membership in appropriate industry associations and attend conferences and trade shows

·         Champion performance management, recognition programs, compensation planning, and establish management best practices.

·         Establish relationships and maintain open interfaces and communications with all departments

·         Maintain intimate familiarity with the Disaster Recovery Plan and be responsible all aspects of execution during any and all disaster recovery events

·         Develop intermediate and long range planning and program development

·         Develop and maintain close relationships with client key personnel

·         Optimize client satisfaction and loyalty as a strategic partner through continued performance improvement initiatives and close interaction

·         Manage and operate as an extension of the clients operation


Skills and Work Experience Requirements:

·         10 plus years of progressive operation and managerial experience in contact center operations; must include experience with 1st party receivables management and customer care operations.

·         Knowledgeable in all aspects of contact center and BP outsource operations

o        Experience with near shore and offshore contact center operations a definite plus

·         Demonstrated previous experience with the development and implementation of new outsource programs with emphasis on programs that are the first time outsourcing.

·         Working knowledge of contact center technologies including analytical tools and technologies and their key functions and value.

·         Demonstrated understanding of Work Force Management and WFM tools and technologies

·         Proven track record in the management of company operations, finance, and quality assurance

·         Previous experience with the development and implementation of agent retention programs

·         Excellent understanding of all contact center SOWs, SLAs and KPIs

·         Demonstrated critical analysis skills

·         Understanding of performance measurement concepts including advanced analytical skills

·         Previous PL responsibility

·         Able to work effectively both independently and with teams.

·         Excellent problem solving skills and able to use good judgment to make recommendations and decisions.

·         Demonstrated attention to detail.

·         Strong structured thinking skills and technical aptitude.

·         Strong leadership skills, responsive and flexible.

·         Ability to establish new processes and systems.

·         Strong project management and organization skills.

·         Ability to think strategically.

·         Attention to detail and multi-tasking

·         Ability to adapt to rapidly changing priorities.

·         Excellent personal computer skills within a Windows environment including spreadsheets, presentations, databases, and word processing

 

Security Disclosure:

Each new employee of Enhanced Recovery Company plays a role in protecting the security of ERC’s information.

Each employee is required to learn their information security responsibilities as defined in ERC’s Information Security Policy.


Resume Submittals:

Only candidates that meet the job requirements should submit their resume.