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Jobs or company...

Vice President Operations

Salary undisclosed

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About the Company

unifyCX is a Global Business Process Outsourcing company with locations in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We’re redefining the customer experience by seamlessly blending the precision of AI with the power of human empathy. Our approach empowers you with smart tools and insights to connect deeply with customers. At unifyCX, you’ll not only support customers but become a part of the ultimate integration of technology and the human element, designed to elevate the entire customer journey. Join us, and be a key contributor in shaping the future of customer experience. UnifyCX is a certified woman-owned business and an EOE employer that welcomes diversity.

About the Role

As the Vice President of Operations for our Call Center operation in the Philippines, you will be responsible for overseeing and optimizing all operational aspects of our business units. You will drive performance, efficiency, and profitability through effective leadership, strategic planning, and operational excellence. This role requires a dynamic leader with a strong background in BPO operations, a passion for delivering outstanding service, and a deep understanding of the Filipino market.

Responsibilities

  • Operational Leadership: Provide strategic direction and leadership to ensure operational excellence and achievement of KPIs (Key Performance Indicators).
  • Client Management: Foster strong relationships with key clients, understanding their needs and aligning operational strategies to exceed expectations.
  • Team Management: Lead, mentor, and develop a high-performing team, fostering a culture of collaboration, accountability, and continuous improvement.
  • Performance Optimization: Implement best practices and process improvements to enhance efficiency, quality, and client satisfaction.
  • Financial Management: Drive financial performance through effective budgeting, forecasting, and cost management.
  • Compliance and Risk Management: Ensure adherence to company policies, industry regulations, and risk management protocols.
  • Technology and Innovation: Leverage technology and innovation to streamline operations and enhance service delivery capabilities.
  • Strategic Planning: Collaborate with senior management to develop and execute strategic initiatives aligned with business objectives and market trends.
  • Reporting and Analytics: Utilize data-driven insights to monitor performance, identify opportunities, and drive informed decision-making.

Qualifications

Bachelor’s degree in Business Administration, Management, or a related field; MBA preferred.

Required Skills

  • Proven experience (10+ years) in a senior leadership role within the BPO industry, with specific experience managing operations.
  • Strong understanding of BPO operations, including customer service, technical support, sales, and back-office processes.
  • Demonstrated success in driving operational performance, achieving KPIs, and managing large teams.
  • Excellent communication, negotiation, and interpersonal skills.
  • Strategic thinker with the ability to innovate, problem-solve, and make data-driven decisions.

Preferred Skills

N/A

Pay range and compensation package

Pay range or salary or compensation

Equal Opportunity Statement

Include a statement on commitment to diversity and inclusivity.

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