In this role, you will operationalize and support the transformation of our Contact Center service delivery model by implementing scalable solutions, improving efficiency, and ensuring alignment with strategic objectives. The position reports to the Vice President of Operations.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Lead the execution and implementation of operational strategies and initiatives that support service delivery and organizational objectives.
• Drive process standardization and workflow optimization across teams to improve efficiency, consistency, and scalability.
• Oversee tools, systems, and platforms that support operational performance, ensuring alignment with business needs and service delivery goals.
• Partner with Service Strategy and cross-functional leaders to translate strategic initiatives into actionable plans and ensure successful execution.
• Identify and implement automation opportunities, including workflow routing, complaint intake, and operational process improvements to enhance efficiency.
• Monitor operational performance and support teams in achieving established KPIs, service levels, and customer satisfaction targets.
• Utilize technology, analytics, and reporting tools to reduce manual processes and improve operational productivity.
• Support the execution of contact center transformation initiatives through process improvements, system enhancements, and scalable solutions.
• Oversee the resolution of escalated operational issues and ensure consistent, timely communication and resolution processes.
• Collaborate with department leaders to enhance operational processes and support alignment across teams.
• Understand the organization’s underlying business processes and technologies to recommend improvements that drive efficiency and reduce costs.
• Work with program and project leadership to implement processes and technologies that improve operational effectiveness and deliver business value.
• Develop and maintain workflow rules and operational procedures that support consistency and scalability.
• Maintain operational team performance and structure through analytics, processes, and tools; supports ongoing efficiency and productivity improvements.
• Determines operational needs, identifies efficiency opportunities, and supports continuous improvement efforts aligned with corporate strategy.
• Develops strong relationships with internal and external partners, including vendors and cross-functional stakeholders, to support operational execution.
• Facilitate discussions and lead cross-functional initiatives to support Operations-critical priorities and execution of key programs.
• Other related duties as needed.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• A bachelor’s or master’s degree in business or accounting from an accredited college or university is required, or an equivalent combination of education, training, and work experience.
• Applicants should have at least eight years of management experience, with a proven track record of increased responsibilities. Preferred experience includes a focus on operations, customer service, contact centers, or the digital field, with a minimum of five years leading teams.

ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:

• High energy, motivated, self-starter, and applies professional concepts.
• Exhibits professionalism in dealing with others and maintains constructive working relationships.
• Must be able to accept constructive criticism; being flexible, versatile, and dependable.
• Team skills, including the ability to establish and maintain effective working relationships internally and externally.
• Deep functional knowledge in two or more of the following areas: Operations, customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support.
• Excellent communication skills, both verbal and written, for interpersonal communication and collaborative management.
• Exhibits a high degree of initiative and analytical skill to be able to handle and solve complex problems; thrives in a high-production environment.
• Viewed as an expert resource by peers and coworkers; maintains a good working relationship with both internal and client management and has a thorough internal working knowledge of the enterprise.
• Displays strong leadership qualities, decision-making abilities, and strong business judgment.
• A demonstrated commitment to high professional ethical standards and a diverse workplace.
• Excels at operating in a fast-paced, community environment.
• Excellent computer skills and proficient in Microsoft suite products, such as Excel, Word, and Outlook.
• Ability to work in an environment that aligns with the company's diversity, equity, inclusion, and belonging standards.
• Ability to work both independently and in a team environment.
• Demonstrate our core values of Think Big, Go Fast, Deliver Awe, Win Together, and Care Deeply.

PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:

• This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office. Occasional in-person team meetings may be required depending on the position.
• This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
• The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
• Travel requirements include the colleague’s ability to move between work locations for client meetings and other fieldwork assignments.
• The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have a speed or productivity requirement.
• The colleague must be able to manage moderate to significant mental stress as a result of, but not limited to, a dynamic and heavy workload.

Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.

Originally posted on Himalayas