WHO WE ARE
At Valor Global, it’s our people who define us and make us who we are.
Through our people, we deliver extraordinary customer experiences for companies across the globe.
We are relentlessly committed to the success and growth of our people.
We carry out this commitment through a set of programs focused on helping you achieve your dreams.
Our philosophy is that everyone deserves a path to their highest potential while assisting others in realizing their dreams that will ultimately improve life for everyone.
As a result, much of our team chooses to stay and grow their career as part of the Valor family.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
The VP, Contact Center Operations will be responsible for the development and execution of our contact center operating model for multiple programs as defined by our clients and Valor Global™. They will be responsible for ensuring the delivery of real-time support via multiple channels and the overall service levels and quality representation.
The role, reporting to the Chief Operating Officer, will require experience running contact center teams and be highly proficient in motivating, developing, and leading teams.
It requires a focus on data, efficiency, effectiveness, and best-in-class support. As a senior member of the Valor Global Team, the VP, Contact Center Operations will work cross-functionally to deliver the most engaging and effective support possible.
This person will be a quarterback and lead multiple government campaigns. Must be able to multi-task, adhere to multiple different contractual SLAs, and focus on achieving profitability and maximizing billing potential.
Must also be able to navigate multiple client expectations.
Leadership Attributes:
Fosters effective working relationships with key internal and client business partners across the organization to create an environment of knowledge sharing.
· Ownership mentality on accountability of programs performance, culture, and employee experience.
· Have working knowledge of the latest contact center techniques and technology to continue to support a culture of continuous improvement.
Maintain a “can do” approach to responsibilities, can multi-task, and is able to work in a fast-paced, high-pressure, result-driven environment.
Demonstrate appropriate leadership behaviors to motivate the team and improve performance through helpful coaching, effective training, the use of positive communication skills, and The Valor Way™.
Job Duties:
Operational oversight of 200+ call center team members supporting multiple government campaigns.
The establishment of a detailed roadmap to help nurture and develop individuals, teams, and their leaders.
Oversight of client-facing contact center operations, ensure site directors are achieving their KPIs in accordance with client expectations.
Delivery of reporting metrics to the business and clients related to key goals and performance indicators.
Analysis and interpretation of data; identifying trends, and general use of data to influence key resourcing needs and performance improvement opportunities.
Development of core talent with a priority on individual team growth and fulfillment.
Oversight and adherence to contractual obligations.
Ensure implementation and compliance of company policies.
Collaborate with peers to identify and develop new opportunities for expansion with assigned government programs (additional inbound, outbound, etc).
Oversight of operational budgets with a focus on driving and increasing efficiencies and profitability across all teams.
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