FCR is looking for a senior leader in the Contact Center space to join the team.
This role will report directly to the Vice President Operations and provide oversight and strategic vision for various business verticals (health, media, tech, finance, etc.), their assigned directors and 2,000+ colleagues.
Candidates for this leadership role MUST HAVE Call Center/BPO experience, a proven, consistent professional work history, and be able to balance a colleague-centric leadership style with excellent judgment, confidence, flexibility and a sense of humor.
Key Essential Functions
Remain aware of client needs and growth plans, coach, and support teams to meet those plans.
Engage in discussions with clients that demonstrate the ROI of our services in a manner that enables the client to view us as a key enabler in meeting their growth plans.
Forward look at new client opportunities and growth strategies.
Manage all escalation issues from clients, including negotiations and resolutions.
Manage the Program Health for multiple verticals to ensure that all client programs are operating in an effective, efficient, and profitable manner every day, week, and month.
Ensure that the right colleagues are hired and retained to meet the unique needs of each client's program.
Collaboration on projects and initiatives, and operations that support further development of verticals and the overall business.
Overview of call center budget & controls expenses to maximize the efficient center operation and profitability.
Review and support call-center policies, procedures, and systems to meet the company's objectives.
Develops, implements, and communicates change required for the effective and efficient operation of the call center.
Evaluations performance of direct reports provides coaching and development in support of high achievement levels.
Partner cross-functionally with clients to provide strategic and tactical thought partnership to effectively drive results.
Partners with the leadership team in the adoption of different process frameworks and clients in meeting their business objectives.
Understands business strategy and is able to translate into business objectives.
Build relationships and collaborate with key stakeholders to ensure the delivery of commitments.
Required Qualifications, Experience, and Education
Strong attention to detail and sense of urgency.
Effective communication and influence of partners across the company and across multiple levels of the organization.
Must have excellent technical skills, including but not limited to MS Office Suite, Google, and Workforce Management tools.
Demonstrate the ability to manage and prioritize multiple projects simultaneously.
Forecasting experience and capabilities.
Change Management capabilities.
Excellent leadership skills and ability to get results through others.
Stress Resilient and able to work in a fast-paced, changing environment.
Critical Thinking - using logic and reasoning to identify the strengths and weaknesses of alternative solutions and conclusions.
Bachelor's Degree or equivalent experience required.
Master's Degree, or equivalent, preferred.
8-10 years of Call Center Management experience, with 2+ years as a Site Director preferred.
This is a supervisory role over 3-7 Directors with a large number of indirect reports.
Remote work requires a quiet, uninterrupted work space with a high speed internet connection and must be conducted from the home address you have on record.
** All offers are contingent on passing a background check.