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Vice President of Call Center Operations Resume Example

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VICE PRESIDENT OF CALL CENTER OPERATIONS
Executive Profile

Executive with 25 years of operations, quality management, direct line leadership, global project leadership for multi-million dollar companies. A proven record in implementation and design of global world class business operations. Experienced in outsourced and in-house operations, complex system implementations. Results - oriented, strategic adept at identifying and solving problems, building and focusing teams, and implementing change.

Skill Highlights
  • Leadership/communication skills
  • Decisive leader
  • Operations management
  • Customer-oriented
  • Business operations organization




  • Strong public speaker
  • Client account management
  • P&L management
  • Employee engagement
  • Leadership mentoring

Professional Experience
Vice President of Call Center Operations 10/2010 to CurrentCompany NameCity, State
  • Accountable for all aspects of call center operations for 25 million dollar revenue generating outsourcing service provider.
  • Increased profitability YOY by 15% since 2010
  • Successfully led the growth from a 200 of 400 seat contact center across three locations.
  • Developed and directed strategy for operational restructuring that supported business growth and improved client experience.
  • Talent identification and Leadership development.
  • Created and implemented employee and organizational performance metrics.
  • Spearheaded cross-functional initiative to achieve positive customer experiences and outcomes.

Contact Center Director 10/1986 to 09/2010Company NameCity, State
  • Held many operational leaderships positions during tenure at Taylor Corporation.
  • 2001-2005 Department Manager of call center
  • 2006-2010 Director of Contact Center
  • Strengthened company's business by leading implementation of Verint Workforce Optimization 360 software.
  • Led the implementation and structure to support Avaya CMS technology across Taylor Corporation.
  • Spearheaded research and launch of Lithium social Media software including the business strategy and support team infrastructure.
  • Inspired cultural shift of contact center from cost center to information center.
  • Created new revenue streams through creation of internal outsourcing models that supported other divisions of Taylor Corporation.
  • Reduced overall center expense by 18%.


Education
Minnesota State University- MankatoCity, State, United States
Awards

Verint Innovative Leadership Award 2007

CRM Magazine Service Elite Award April 2007

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Resume Overview

School Attended

  • Minnesota State University- Mankato

Job Titles Held:

  • Vice President of Call Center Operations
  • Contact Center Director

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