Education at Work is an innovative, mission driven business
process outsourcing (BPO) company putting college students at the
forefront of our unique business model. As a rapidly growing
company with a start-up mindset, we are committed to fostering a
collaborative environment and entrepreneurial culture which values
and progresses out of the box thinkers and savvy problem
The Senior Vice President of Operations will be responsible for
enhancing our operating practices, metrics, and feedback to ensure
the overall success of our call center operations. They will serve
as part of the executive leadership team, contributing to the
development and implementation of the overall strategic plan. The
ideal candidate ensures Education at Work’s BOLD values and
student-centered culture are at the core of day-to?day operations
and embraced by the leadership team. The ideal candidate is an
experienced, well rounded ‘hands-on’ leader, comfortable
communicating at all levels of an organization both internally
within EAW and our clients. This is a senior role that requires
interaction with a range of internal and external stakeholders,
most often managing several moving project parts
Position Roles and Responsibilities Lead team of Vice Presidents
in Salt Lake City, Utah; Tempe, Arizona; and Cincinnati, Ohio to
ensure that Client and EAW objectives are met.
Ensures operational excellence, skills, knowledge and capacities
to meet the scheduled need.
Develop and monitor benchmark standards to improve customer
satisfaction and overall service levels.
Drives a high energy and high performance environment that
recognizes and rewards achievement and retains team members.
Ensures that the systems and technology infrastructure are
sufficient to meet the need and are leveraged to optimize
efficiency and effectiveness by partnering with IT.
Demonstrated success of effectively leading change and
organizational growth through strategic planning.
Collaborate with other executives and SVPs to decide on business
Develop and maintain department scorecards needs in order to
measure organizational success and create opportunities to achieve
Guide the team to achieve performance metrics, troubleshoot
problem areas, and recommend corrective/preventative action
Work with call center management on improvement of KPIs,
performance monitoring/QA, employee leadership and coaching.
Partner with Human Resources and Student Success to co-manage
all staffing issues, including staffing and selection, goal
setting, annual reviews, and career development.
Partner with Workforce Management to analyze past and current
call volume data to determine staffing needs, create accurate
schedules, and to assure service levels and customer satisfaction
goals are met.
Partner with Business Excellence to define ways to maximize
system use, including identifying opportunities to better use the
system to create more efficiency and stronger operations, creating
new reports and queries.
Partner with the Process improvement team to find areas of
opportunity with our existing operations “playbook”.
To Be Successful, You Must Be a natural leader who can energize
multiple teams in an environment of change and growth.
Possess excellent judgment/problem solving skills.
Ability to train, develop, and manage staff on an ongoing basis
focusing on high quality analysis, efficiency, and timely report
Have excellent interpersonal, organizational, mediation, and
Be recognized as a natural influencer with an ability to find
creative solutions to deliver business plan targets.
Have an advanced understanding and competency in Workforce
Have an advanced understanding of IT/Telephony systems within a
A self-starter able to facilitate strategic discussion to move
P&L management within a call center environment.
As an Executive Leader in the Organization Collaborate and work
cross functionally with the Executive Leadership Team, SVP’s, VP’s
and Department Leaders to accomplish business goals.
Organization thought leader. Fearlessly, but thoughtfully,
challenges the status quo to push the business forward.
Proactively articulate, document, and concisely execute
strategic business plans.
Operate in a complex organization and culture of continual
Research and develop complex solutions for presentation to the
Experience and Qualifications BS or BA college degree or
equivalent experience in related field.
15 years of current leadership experience in the BPO call center
Excellent verbal and written skills.
Proven ability in developing reporting of results, insights
gained and implement a continuous improvement process and
Proven analytical skills with ability to assimilate and manage
multi-million dollar budgets.
Track record of running successful customer care operation.
Experience managing and motivating employees.
Sufficient schedule flexibility commitment to support a
THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS
DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST
QUALIFIED INDIVIDUALS WITH DISABILITIES. TO DETERMINE WHETHER AN
INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST
BE IDENTIFIED. ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO
THE POSITION, AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE
ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.