A world of opportunity awaits talented managers at iQor. With our dynamic, team-oriented work environment, iQor provides opportunities for career growth and advancement at all levels of management.
In a true pay-for-performance organization, your career path and compensation is defined by your work product and drive to succeed. If you're interested in becoming a part of a fast-paced, exciting team, a career at iQor is right for you.
Headquartered in New York City, iQor has 21 Centers of Excellence throughout the United States, Canada, United Kingdom, India and the Philippines. As we continue to grow, so does our need for talent.
We are currently seeking a Vice President of Operations for our Charleston Center of Excellence.
As a strategic member of the Operations Leadership Team, the successful candidate will collaborate with other senior-level team members to create and continue to evolve a positive, change-oriented company culture highlighted by teamwork, development, empowerment, low turnover, and high performance. The Vice-President of Operations will be a hands-on leader in support of the team’s clients, with an emphasis on strategic thought, business acumen, creative problem-solving, flexibility and sound judgment with full responsibility for planning and directing operation’s activities.
The key responsibilities for this position are as follows:
- Managing daily performance ensuring high levels of goal attainment and quality of service.
- Lead by example, motivating and generating enthusiasm among call center employees both direct and indirect.
- Coordinate and collaborate with management to address issues, which affect call center operations.
- Ensure adherence to service level agreements of quality, productivity, accuracy, and any other defined metrics
- Drive improvements in overall service levels, transactional efficiencies and cost management.
- Responsible for the execution of contractual plans for individual client programs as well as compliance to all contractual commitments.
- Mediate, respond to, and resolve highly sensitive customer/client issues, which could negatively impact customer/client.
- Responsible for daily, weekly, monthly interactions with clients including status updates, problem resolution, proactive communication and on-going relationships.
- Establish clear roles, directions, responsibilities, and performance requirements for the call center management team.
- Ensure management team and associates exhibit a high degree of ownership and accommodation when interfacing with clients and customers.
- Perform cost-benefit analysis and identify cost efficiencies and savings opportunities.
- Maintain and manage to program budgets
- Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions.
We offer:
§ Top Pay
§ Excellent Bonus Potential
§ Employee Referral Incentives
§ Paid Training
§ Health and Welfare Benefits
Please submit your resume to [Click Here to Email Your Resumé]
iQor is an AA/EEO employer. M/F/D/V