Named the 2015 "Best Voice Excellence Company" in the Philippines by ICT International and Inc. Magazine's 5000 Fastest Growing companies in the U.S., The Results Companies is a successful Customer Experience leader on the move. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Education, Financial Services, Retail Cable/MSO and Energy. With over 14,000 employees in 22 locations, Results is able to offer domestic, near shore and far shore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree. Visit us at TheResultsCompanies.com and peruse our library of case studies and industry insights to learn more about why Results is one of the fastest growing Customer Experience companies in the world.

Position Overview

The VP Account Operations is responsible for executive level execution of client accounts and internal departments. The VP Account Operations is accountable for providing the vision, guidance and consistent direction to the Account and Site Operations Team, Corporate departments, and the client.

Duties and Responsibilities

• Manages Senior Directors, Directors and other Account Operations roles to foster teamwork and cooperation among the site/account operations and corporate departments
• Responsible for strategy creation and partnering with implementations for all sites supporting the client or LOB
• Maintains effective team and interpersonal relationships across all functional groups in the organization
• Establishes clearly defined targets for respective departments and direct reports
• Provides continual communication and coordination of functional activities to departments so that external and internal targets are exceeded
• Proactively develops and communicates strategic account plans driving overall performance for the organization
• Ensures account operations team are properly supported and without organizational barriers
• Develops and manages overall budget for respective accounts
• Point of contact for account relationship
• Responsible for weekly updates to the executive team focused on financial health, strategic initiatives, and account performance.

Qualifications

• Minimum 10 years progressive management and leadership of project and implementation teams
• Bachelor's Degree in Business, Finance, or related field of study
• Strong financial and strategic planning experience
• Call center, BPO or other direct marketing experience
• Understands the business to accomplish goals in a timely, productive and fiscally responsible manner
• Able to grasp concepts and effectively communicate them to staff
• Detailed-oriented
• Able to work effectively in a constantly changing environment
• Position will require up to 50% travel

Physical Requirements

Frequent: Bending/stooping, reaching, lifting, carrying, repetitive motions, sitting, standing, walking.
Occasional: Kneeling, pushing/pulling.

The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability