VP, Call Center Operations
US Foods Inc. - Tempe, AZ
- Lead the creation of a best-in-class customer contact organization to support the entire US Foods customer base.
- Establish and own the long-term vision of the customer service organization, which includes analyzing cost structure, service consistency, and process optimization for a centralized team structure.
- Identify and execute initiatives that improve the company’s ability to serve and build relationships with its customers.
- Develop influential relationships with key stakeholders throughout the organization to understand the business and create the appropriate customer solutions.
- Establish the monitoring and reporting of KPIs and SLAs for the customer contact center to continually optimize processes and deliver on objectives.
- Assess possible insourcing & outsourcing opportunities that will enhance effectiveness. Manage all relationships with current external vendors.
- Own department performance and maintain continual internal and external reviews to ensure that all issues are resolved in accordance with company policies.
- Champion employee development to ensure the highest level of morale and productivity through proper coaching, employee development, incentive programs, communications, and challenging assignments.
***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***
- Bachelor’s degree in a business-related field required. MBA preferred.
- Continuous Improvement Experience Required (Lean or Six Sigma).
- 10 years of leadership experience within a mid to large-size customer-centric organization, including support/call centers and online response.
- Well versed in Contact Center Technology (ACD, CTI, IVR, Chat, CRM, and Workforce Management).
- Has led a team of 600 in a complex, multi-site customer service or call center environment.
- Proven ability to create and articulate a customer focused vision, as well as gain buy-in and collaboration across the organization.
- Proven track record of success in leading and developing leaders and high performing teams.
- Proven ability to drive infrastructure improvement and processes to increase efficiency, while measurably improving customer satisfaction numbers.
- Ability to collaborate with all levels throughout the organization to accomplish strategic initiatives and achieve key objectives.
- A resilient focus on employee development through continuous coaching and feedback.
Posted: 30+ days ago
