Vice President – Operations Customer Service & Support

Key Responsibilities

Workforce Management

• Develop and implement workforce management strategies to optimize staffing levels, scheduling, and resource allocation.
• Utilize advanced forecasting and scheduling tools to ensure efficient call center operations.
• Monitor and analyze workforce performance metrics to identify areas for improvement and implement corrective actions.
• Lead initiatives to integrate automation and advanced technologies into operations to improve efficiency and reduce costs.
• Stay abreast of industry trends and emerging technologies to ensure the organization remains competitive.

Training and Development

• Design and oversee comprehensive training programs to enhance employee skills, knowledge, and performance.
• Collaborate with departmental leaders to identify training needs and develop tailored learning solutions.
• Foster a culture of continuous learning and professional development within the organization.

Quality Assurance

• Establish and maintain rigorous quality assurance standards to ensure consistent and high-quality customer interactions.
• Implement quality monitoring systems and conduct regular assessments to identify trends and areas for improvement.
• Develop and execute action plans to address quality issues and enhance overall service delivery.

Leadership and Collaboration

• Provide strong leadership and direction to the operations team, fostering a collaborative and high-performance culture.
• Work closely with senior leadership to align operational strategies with organizational goals.
• Build and maintain relationships with key stakeholders, both internal and external, to support operational objectives.

Executing for Results

• Strong data-driven mindset; with an ability to communicate effectively using data to tell the story
• Keeps organizational strategies in mind while driving towards execution in service of continuous improvement
• Manages ambiguity and deals effectively with complex and uncertain situations where many alternatives are possible, and no single correct answer exists.
• Illustrates decisiveness and wisdom in the face of limited data while influencing others in a way that results in acceptance or agreement and drives the business forward.
• Identifies and solves potential problems in a creative and timely manner

Leading Teams

• Comfortable leading a team through rapidly changing circumstances, priorities, and goals.
• Ability to effectively lead and represent a multi-disciplined, global operation.
• Strong, inclusive communicator with ability to drive cross-functional collaboration across teams in dynamic, fast-paced environment.
• Role models an experimentation mind-set of failing fast to learn and grow
• Strong developer of others within the organization.

Relationships and Influence

• Builds strong relationships with others, demonstrating strong emotional intelligence and an ability to communicate clearly and persuasively.
• Encourages others to share the spotlight and visibly celebrates and supports the success of the team.
• Creates a sense of purpose/meaning for the team that generates followership beyond his/her own personality and engages others to the greater purpose for the organization.

Qualification & Requirements

• Graduate or Post Graduate Degree holder
• 18+ years of working in a global customer service center.
• Minimum of 10 + years’ experience in leading the day-to-day operations of a global customer service center particularly in Workforce Management
• Experience using Genesys and Alvaria tools
• Proven ability to lead global teams, complex projects & competing demands to deliver desired Business outcomes.
• Rich experience in data analysis to validate & demonstrate ROI.
• Expertise in reporting & budgeting procedures.
• Experience in basic financial analysis which can bring in cost effectiveness.
• Proven ability to lead global teams, complex projects, and competing demands to deliver business outcomes
• 5+ years’ experience in call type analysis, consolidation of contact centers (call routing design, number consolidation, etc.) and streamlining to create efficiencies required
• 3+ years’ experience with data analysis to validate and demonstrate ROI to support the initiatives and benefit to the system required
• Knowledge of performance evaluation and customer service metrics. Solid understanding of reporting and budgeting procedures and experience in basic financial analysis (cost-effectiveness, cost-benefit etc.). Proficient in call center equipment/software programs including cloud-based telephone systems and SMS servicing setup and utilization.
• Outstanding communication and interpersonal skills. Excellent organizational and leadership skills with a problem-solving ability. Proficiency with standard software tools and keyboard skills. Ability to effectively manage multiple priorities in a complex environment.

Benefits

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.