Vice President, Global Operations - Telecommunications

Does Contact Center Operations and Telecommunications excite you?  If so, please keep reading.

In this role you will oversee the operational delivery of one of our large multi-national clients in the telecommunications vertical.  This involves leading account standardization, identification and implementation of best-known methods, innovation discovery and deployment, achievement of internal and client requirements, and representation of operations with the clients here at Foundever®.

As the VP, Operations - Global you will be the empowered lead who achieves top results through their global perspective and ability to work with and through diverse teams and work in a culture of creativity, connection, and commitment. 

Responsibilities:

Operational Effectiveness

• Establish and maintain rigorous cadence of operational excellence and customer success.
• Create and manage a globally aligned and connected service delivery team with stated goals for operational efficiency and increased productivity.
• Builds strategies to execute growth initiatives that will enhance profitability, productivity, and efficiency.
• Analyzes operating results to establish objectives and drive solutions. 
• Leveraging the collection, analysis, and reporting of data to achieve business goals and execution of operational procedures.
• Influences and guides stakeholders and other colleagues to drive business results.
• Communicates effectively with customers to understand service needs & problems.
• Partners with customers to produce clear, cohesive, and consistent representation of operational delivery to our customers & leadership.
• Ability to plan for rapid growth, effectively managing costs and managing change with our customers.
• Standardization of business processes across service delivery footprint.
• Drives innovation to enhance our customer’s satisfaction.
• Understands contractual obligations to ensure accurate process across the operations.
• Adherence to client mandated process across the operations.

Leadership

• Lead creation and execution of global operational initiatives and strategy.
• Engages in open communication, connects with team members to develop mutual trust.
• Focus on team development, building talent pipeline and operational skills training.
• Positively represent Foundever with employees & customers.
• Works with leaders across the organization to understand, influence and implement service strategies that support new products and services.
• Collaboration with executive-level management in the development of performance goals and long-term operational plans.
• Positive and effective relationships with department heads, support teams, and client operational management that fuel operational achievement and strategic goals setting.

Qualifications:

• Four-year college degree or a combination of education and related work experience.
• 10+ years of leading and managing Contact Center Operations- preferably from a Global perspective
• 7+ years with multinational business unit leadership experience.
• In-depth knowledge in all levels of BPO functions.
• Advanced proficiency with workforce management operations and platforms.
• Excellent verbal and written communication skills in English.
• Expert with presentation development and delivery.
• Expert with creation of client facing reporting and templates.
• Skilled in Operations Management, Client engagement, Process improvement, Contract negotiation and Team Building.
• Strong working knowledge of data analysis and performance metrics using business data analytics tools (e.g., PowerBI, Tableau, MicroStrategy).
• Good computer skills (hardware, operating systems, Internet).

Travel:

• International (mostly) and Domestic- up to 50%

About Us:

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. 

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever® combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. 

• Winner of Comparably’ s Award for Best Global Culture in 2024, 2023, 2022 and 2021 

• Gold Stevie Award Winner for Great Employers in 2024 and 2022

• We foster an exciting culture of creativity, connection, and commitment  

Read more about our culture:  Foundever® Stories - These are the stories of our people

Our Perks 

• Competitive salaries, benefits, 401K contribution matching and paid time off. 
• Onsite and remote work at home available (depending on the market). 
• Growth opportunities through various development programs. 
• Employee discounts. 
• Excellent work culture. 

Salary Range:

The base pay range for this position in the United States is up to $185,000.00 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.  In addition, this role will be eligible for a 40% incentive opportunity which will be discussed throughout the interview process.

Pre-employment Requirements 

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years. 

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.