Company Profile: This is an award-winning global contact center and business process outsource provider. 

The Company has been making contact center outsourcing easier for its customers since 2009. The Company understands that industry specific challenges are unique and so are their tailored solutions. They are not a cookie cutter BPO that has only grown through acquisition. They are a USA headquartered, Nearshore BPO Provider that has grown by acting as a true strategic partner and treating their clients’ customers as if they were their own. The company serves nearly every industry, pairing their passionate with AI-powered 24/7 Contact Center Solutions. They ensure their customers have effortless access to information and support on their preferred communication channels, around the clock, every day of the year.

Job Summary: We are a growing company, and we need someone to be the right-hand person to the President. We're searching for a Chief Operating Officer (COO) who has experience managing global contact center operations and possesses strong leadership skills with the ability to approach business with a creative point of view. The COO is a vital role in the organization and will lead the development of the call center strategy and overall operations. They will lead a team of high-performing professionals to be Better, Faster, and More Efficient. The ideal candidate has extensive experience within the BPO industry, managing within a multi-national environment, and preferably having worked their way up to an executive role. We believe this trajectory helps a person develop a unique mix of business and management expertise, plus proficiency with the practices, policies, and procedures of the industry.

Responsibilities:

• Collaborate with President in setting and driving organizational vision, operations strategy, and hiring levels
• Translate strategy into actionable steps for growth, implementing organization-wide goal setting, performance management, and annual operations planning
• Leader in process improvement and efficiency; by identifying opportunities for streamlining processes and improving efficiency to enhance customer satisfaction and reduce costs
• Evaluates and implements appropriate technologies to support call center operations and improve service delivery
• Oversee company operations and employee productivity, building a highly inclusive culture that ensures team members can thrive and that organizational goals are met
• Ensure effective recruiting, onboarding, professional development, performance management, and retention
• Ensure compliance with national and local business regulations, and take appropriate action when necessary
• Analyze internal operations and identify areas for process enhancement
• Implement business strategies and plans that align with the short- and long-term objectives developed in tandem with President
• Oversee operations and partner with President in sales management so that sufficient investment capital can be budgeted for near-term growth targets
• Manage capital investments and expenses aggressively to ensure that the company achieves investor targets for growth and profitability
• Build and maintain trusting relationships with key customers, clients, partners, and stakeholders

Qualifications:

·       Bachelor’s degree, Masters preferred

·       15+ years of contact center, multi-national experience

·       5+ years in contact center executive leadership experience

·       Extensive near shore knowledge of operational processes

·       Significant experience in driving change management and influencing organizational culture and outcomes                

·       C-Suite level presentation experience

·       Extensive experience building, leading, retaining and engaging successful teams

·       Demonstrated conceptual, analytical and strategic thinking capabilities