Vice President STARTEK Health in Denver at Startek

Date Posted: 10/27/2017

Job Snapshot

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Job Description

Vice President Call Center Operations - Oversees, manages, and directs efficiencies of operations for a large client(s) and at regional VP level the regional operations organizations or client(s).
•        Oversees profitability and directs efficiencies of the operations organization for a large client or Line of Business (LOB). Ensures client contractual expectations and metrics are met.
•         Manages Directors and Senior Directors, fostering teamwork and cooperation among the sites.
•         Responsible for strategy creation, implementation, for all sites supporting the client or LOB. Participates in the preparation of strategic plans for the organization.
•         Drives corporate culture and values throughout assigned sites.
•         Positively represents the company to various communities, leads community relationship building and involvement efforts with community leaders.
•         Supports sales efforts by leading site visits and presenting to potential clients.
•         Oversees development of new business processes and/or enhancing existing business processes at a national level as well as local operations.
•         Prioritizes, identifies issues, and develops solutions across all functional areas impacted by the support organizations within the regional organization.
•         Develops, leads, and maintains effective team and interpersonal relationships across a broad range of people and groups.
•         Establishes clearly defined department and individual goals for direct reports.
•         Provides continual communication and coordination of functional activities to departments to ensure client expectations are significantly exceeded.
•         Facilitates and encourages cross-organizational collaboration in all matters of support delivery initiatives.
•         Proactively communicates and plans for overall performance enhancement of the organization.
•         Leads initiatives for appropriate updates to documentation and develops operational support policies and procedures to ensure appropriate updates.
•         Demonstrates leadership abilities with business units, using appropriate influencing and consensus building skills and managing expectations.
•         Develops budget for overall support functions.
•         Resolves issues to prevent organizational barriers.
•         Participates in the preparation of strategic business plans for the organization.
•         Ensure Operations teams get proper support and tools from support teams.
•         Facilitate key personnel and development opportunities for management staff. As well as facilitate Strategy Deployment cascading for regional sites
•         Interface with and establish solid relationships with client.

Job Requirements

•         Capability to lead, coach and develop staff as it pertains to the support organizations.
•         Expert knowledge of call center operations
•         Ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, clients, customers, and the general public.
•         Ability to maintain a high level of confidentially by exercising tact and maturity in sensitive situations.
•         Solid analytical and problem-solving skills including problem identification, analysis, action planning and execution.
•         Excellent written and verbal communication skills.
•         Strong influencing and negotiation skills.
•         Ability to identify and properly handle complex issues requiring a high level of expertise in making decisions.
•         Aptitude to adapt to changing priorities, meet deadlines and work well under pressure.
•         Insight to understand “big picture” concepts while nurturing/developing a team environment.
•         Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority.
•         Proficiency to plan their own work and the work of others and lead the work of groups or teams.
•         Exceptional ability to gather and organize functional and technical requirements.
•         Solid organizational skills with the ability to prioritize in a fast paced environment with close attention to detail.
•         Ability to develop and execute multiple project plans.
•         Expert skill in establishing and maintaining effective working relationships.
•         Knowledge of Program Management, Resource Planning, Training, Quality, Finance and Accounting.
•         Ability to lead in an international environment.
•         Offshore experience a plus


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