Vice President, Global Operations - Telecommunications

Does Contact Center Operations and Telecommunications excite you?  If so, please keep reading.

 

 

In this role you will oversee the operational delivery of one of our large multi-national clients in the telecommunications vertical.  This involves leading account standardization, identification and implementation of best-known methods, innovation discovery and deployment, achievement of internal and client requirements, and representation of operations with the clients here at Foundever®.

 

As the VP, Operations - Global you will be the empowered lead who achieves top results through their global perspective and ability to work with and through diverse teams and work in a culture of creativity, connection, and commitment. 

 

Responsibilities:

 

Operational Effectiveness

 

• Establish and maintain rigorous cadence of operational excellence and customer success.
• Create and manage a globally aligned and connected service delivery team with stated goals for operational efficiency and increased productivity.
• Builds strategies to execute growth initiatives that will enhance profitability, productivity, and efficiency.
• Analyzes operating results to establish objectives and drive solutions. 
• Leveraging the collection, analysis, and reporting of data to achieve business goals and execution of operational procedures.
• Influences and guides stakeholders and other colleagues to drive business results.
• Communicates effectively with customers to understand service needs & problems.
• Partners with customers to produce clear, cohesive, and consistent representation of operational delivery to our customers & leadership.
• Ability to plan for rapid growth, effectively managing costs and managing change with our customers.
• Standardization of business processes across service delivery footprint.
• Drives innovation to enhance our customer’s satisfaction.
• Understands contractual obligations to ensure accurate process across the operations.
• Adherence to client mandated process across the operations.

 

Leadership

 

• Lead creation and execution of global operational initiatives and strategy.
• Engages in open communication, connects with team members to develop mutual trust.
• Focus on team development, building talent pipeline and operational skills training.
• Positively represent Foundever with employees & customers.
• Works with leaders across the organization to understand, influence and implement service strategies that support new products and services.
• Collaboration with executive-level management in the development of performance goals and long-term operational plans.
• Positive and effective relationships with department heads, support teams, and client operational management that fuel operational achievement and strategic goals setting.

 

 

Qualifications:

 

• Four-year college degree or a combination of education and related work experience.
• 10+ years of leading and managing Contact Center Operations- preferably from a Global perspective
• 7+ years with multinational business unit lea