Job Description
Job DescriptionDescription:
Who are we?
At OKIN Process, a BPO provider, we take great pride in enhancing operations for our clients. As part of our team, you can look forward to a lively and dynamic atmosphere that prioritizes a people-first philosophy. We offer professional outsourcing solutions that help our clients focus on what distinguishes them in the market by supplying a wide array of front and back-office expertise and resources. We are the trusted partner for our clients in optimizing their business processes.
Job Type: Salary
Pay: $150,000 - $200,000 annually
Schedule: Day Shift, Monday-Friday 8AM-5PM
Work Location: On-site
Summary:
As the Vice President of Call Center Operations for OKIN, this role demands a blend of hands-on operational expertise and high-level executive thinking. This role oversees multiple sites and manages large teams of 300–500+ employees, P&L and key metrics such as customer satisfaction, cost control, and revenue.
Key Responsibilities Include:
- Provide strategic direction and executive oversight for call center operations, including managing multiple centers, workforce capacity, and day-to-day functions to ensure high performance and scalability.
- Develop and implement operational strategies aligned with company goals, focusing on improving efficiency, productivity, and customer experience.
- Oversee key performance indicators (KPI’s), average handle time (AHT), first-call resolution (FCR), abandonment rates, occupancy, service levels, quality scores, repeat calls, sales/conversion rates (for outbound/sales-focused centers), and overall customer satisfaction (CSAT/NPS).
- Manage large-scale budgets and P&L responsibility, including forecasting, cost reduction initiatives, vendor negotiations, and ROI optimization (reducing costs through technology or process changes while boosting revenue via upselling or promotions).
- Lead process improvements, implement supporting technologies (CRM, workforce management tools, IVR, automation, chat integrations), and drive continuous improvement programs.
- Build and mentor high-performing teams, including directors, managers, supervisors, and agents; focus on training, quality assurance, employee development, and creating a performance-driven culture.
- Ensure compliance, risk management, and alignment with business objectives, often collaborating with other executives (CFO, sales, IT) and serving as a liaison with vendors or clients.
- Drive metrics-focused outcomes like reducing AHT, increasing first-call resolutions, improving quality ratings, lowering repeat contacts, and enhancing overall profitability.
Benefits:
- 401(k) matching (4%)
- On-Demand Pay
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Disability Insurance
- Life Insurance
- Voluntary Benefits
- Employee Assistance Program
- Employee Discount Schedule
- Flexible Spending Account
- Life Insurance
- Paid Time Off
- Paid Training
Requirements:
- Bachelor's degree in business administration, operations management, communications, or a related field (required); Master's degree or MBA preferred.
- 10–15+ years of experience in progressive leadership roles, with significant time (often 5–10+ years) in call center/contact center/customer service operations. Experience managing large-scale or multi-site call centers (500+ seats/agents) is common, including international or outsourced (BPO) environments.
- Skills and Expertise.
- Deep knowledge of call center metrics, workforce management, quality assurance, and performance optimization.
- Strong strategic planning, change management, and process engineering abilities.
- Proficiency in call center technologies, analytics, and tools (ACD systems, dialing platforms, reporting software).
- Exceptional leadership, communication, budgeting, and P&L management skills.
- Proven track record in cost control, revenue growth, team building, and achieving high customer satisfaction.
- Additional assets: Certifications like Six Sigma, PMP, or experience with mergers/acquisitions transitions, cross-cultural management, or sales-oriented call centers.
This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at OKIN Process will know no limits! Eager to know more? Become a part of our team!