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Associate Director, Operations

About VXI

VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, Africa, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world's most respected brands.

VXI is one of the fastest-growing, privately-held business services organizations in the United States and the Philippines, and one of the few US-based customer-care organizations in China.

VXI is also backed by private equity investor Bain Capital. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, not only did VXI expand our footprint in the US and the Philippines, but we also gained ground in the Chinese and Central American markets. Additionally, we acquired Symbio, expanding our global services offering and enhancing our competitive position.

In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This is a rare occurrence in the private equity space and shows the level of performance VXI delivers for our clients, employees, and shareholders.

For more information about VXI, visit: www.vxi.com

For more information about our partnership with Bain, please visit:
https://www.baincapital.com/news/bain-capital-completes-acquisition-vxi-global-solutions

Role and Responsibilities:

As an Associate Director of Operations, you will serve as a senior operational leader for our Kingston site, reporting directly to the VP of Operations. You will oversee day-to-day operational performance, guide a team of managers and supervisors, and cultivate a positive, high-engagement culture that enables exceptional results.

In this role, you will own delivery for a key client account, acting as the primary operational partner and ensuring strong alignment, transparency, and trust with client stakeholders. You will be responsible for driving performance across critical customer-experience metrics including Voice of Customer (VOC), Net Promoter Score (NPS), CSAT, and other KPIs-while leading continuous improvement initiatives to strengthen service delivery. Your leadership will be instrumental in elevating operational excellence, optimizing processes, and positioning the organization for long-term success.

Your role will encompass the following responsibilities:

Team Leadership

• Provide strong leadership, mentorship, and guidance to the contact center operations team, including managers and supervisors.
• Foster a collaborative and customer-centric culture that empowers employees to deliver outstanding service.

Operational Excellence

• Set and monitor operational goals, KPIs, and performance metrics to ensure optimal team performance and efficiency.
• Implement strategies to improve key metrics, such as voice of the customer (VOC), Net Promoter Score (NPS), customer satisfaction (CSAT), first-call resolution (FCR), average handle time (AHT), and service level agreements (SLAs).

Process Improvement

• Identify process gaps and inefficiencies and implement continuous improvement initiatives.
• Collaborate with cross-functional teams to streamline processes and enhance customer service delivery.
• Champion customer-experience-driven process enhancements that reduce friction, improve agent experience, and strengthen brand loyalty for the client.

Quality Assurance

• Develop and maintain quality assurance programs to ensure consistent delivery of high-quality customer interactions.
• Conduct regular quality assessments, provide coaching, and develop training plans for team members.

Stakeholder Management

• Serve as the primary operational point of contact for the assigned client account, ensuring consistent communication, alignment, and partnership.
• Build and maintain a strategic relationship with client stakeholders, proactively identifying needs, risks, and opportunities to enhance service delivery.
• Deliver business reviews, performance updates, and insights to client leadership with a focus on transparency and continuous improvement.

Budget Management

• Assist in creating and managing the budget for the Contact Center operations, optimizing resources for maximum efficiency.

Technology and Innovation

• Stay updated on industry trends, emerging technologies, and best practices in contact center operations.
• Recommend and implement technology solutions that improve agent productivity and enhance customer experiences.

Reporting and Analytics

• Generate regular reports and analytics to measure performance and provide insights to senior management.
• Analyze customer feedback trends across channels and translate insights into operational strategies and client-ready recommendations.

Qualification & Experience

• College or advanced degree strongly preferred.
• 8+ years of proven experience in contact center operations management, including 4 years in a leadership role.
• Strong understanding of contact center operations, customer service, inbound and outbounds sales best practices and performance metrics.
• Excellent leadership and communication skills, with the ability to motivate and develop teams.
• Proven experience in process improvement, change management, and project management.
• Strong analytical and problem-solving abilities with a data-driven approach.
• Proficiency in using contact center software, CRM systems, and reporting tools.
• Exceptional interpersonal skills and the ability to collaborate effectively with various stakeholders.

Why Join VXI?

• Be part of a dynamic, globally recognized organization with strong growth and innovation.
• Work with leading clients across high-growth industries.
• Competitive compensation, benefits, and career advancement opportunities.

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.

Work Type: Full-Time, Permanent

Location: Fully onsite, Monday - Friday in Kingston, Jamaica

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!