Sr. Vice President of Operations

Company: Education at Work
Location: Tempe
Posted on: September 13, 2020

Job Description:

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 solvers.

Position Summary

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 simultaneously.

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 strategies.

Develop and maintain department scorecards needs in order to measure organizational success and create opportunities to achieve objectives.

Guide the team to achieve performance metrics, troubleshoot problem areas, and recommend corrective/preventative action plans.

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 issuance.

Have excellent interpersonal, organizational, mediation, and negotiation skills.

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 Management.

Have an advanced understanding of IT/Telephony systems within a call center.

A self-starter able to facilitate strategic discussion to move business forward.

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 change.

Research and develop complex solutions for presentation to the executive team.

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 industry.

Excellent verbal and written skills.

Proven ability in developing reporting of results, insights gained and implement a continuous improvement process and culture.

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 24/7.

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.

Keywords: Education at Work, Tempe , Sr. Vice President of Operations, Other , Tempe, Arizona