Vice President of Call Center Operations at OKIN Process, Inc.

San Antonio, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Jun, 26

Salary

200000.0

Posted On

25 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic Direction, Operational Strategies, Key Performance Indicators, P&L Management, Forecasting, Cost Reduction, Process Improvements, Technology Implementation, Team Building, Mentoring, Risk Management, Change Management, Budgeting, Revenue Growth, Customer Satisfaction, Workforce Management

Industry

Outsourcing and Offshoring Consulting

Description

Description Who are we? At OKIN Process, a BPO provider, we take great pride in enhancing operations for our clients. As part of our team, you can look forward to a lively and dynamic atmosphere that prioritizes a people-first philosophy. We offer professional outsourcing solutions that help our clients focus on what distinguishes them in the market by supplying a wide array of front and back-office expertise and resources. We are the trusted partner for our clients in optimizing their business processes. Job Type: Salary Pay: $150,000 - $200,000 annually Schedule: Day Shift, Monday-Friday 8AM-5PM Work Location: On-site Summary: As the Vice President of Call Center Operations for OKIN, this role demands a blend of hands-on operational expertise and high-level executive thinking. This role oversees multiple sites and manages large teams of 300–500+ employees, P&L and key metrics such as customer satisfaction, cost control, and revenue. Key Responsibilities Include: Provide strategic direction and executive oversight for call center operations, including managing multiple centers, workforce capacity, and day-to-day functions to ensure high performance and scalability. Develop and implement operational strategies aligned with company goals, focusing on improving efficiency, productivity, and customer experience. Oversee key performance indicators (KPI’s), average handle time (AHT), first-call resolution (FCR), abandonment rates, occupancy, service levels, quality scores, repeat calls, sales/conversion rates (for outbound/sales-focused centers), and overall customer satisfaction (CSAT/NPS). Manage large-scale budgets and P&L responsibility, including forecasting, cost reduction initiatives, vendor negotiations, and ROI optimization (reducing costs through technology or process changes while boosting revenue via upselling or promotions). Lead process improvements, implement supporting technologies (CRM, workforce management tools, IVR, automation, chat integrations), and drive continuous improvement programs. Build and mentor high-performing teams, including directors, managers, supervisors, and agents; focus on training, quality assurance, employee development, and creating a performance-driven culture. Ensure compliance, risk management, and alignment with business objectives, often collaborating with other executives (CFO, sales, IT) and serving as a liaison with vendors or clients. Drive metrics-focused outcomes like reducing AHT, increasing first-call resolutions, improving quality ratings, lowering repeat contacts, and enhancing overall profitability. Benefits: 401(k) matching (4%) On-Demand Pay Medical Insurance Dental Insurance Vision Insurance Disability Insurance Life Insurance Voluntary Benefits Employee Assistance Program Employee Discount Schedule Flexible Spending Account Life Insurance Paid Time Off Paid Training Requirements Bachelor's degree in business administration, operations management, communications, or a related field (required); Master's degree or MBA preferred. 10–15+ years of experience in progressive leadership roles, with significant time (often 5–10+ years) in call center/contact center/customer service operations. Experience managing large-scale or multi-site call centers (500+ seats/agents) is common, including international or outsourced (BPO) environments. Skills and Expertise. Deep knowledge of call center metrics, workforce management, quality assurance, and performance optimization. Strong strategic planning, change management, and process engineering abilities. Proficiency in call center technologies, analytics, and tools (ACD systems, dialing platforms, reporting software). Exceptional leadership, communication, budgeting, and P&L management skills. Proven track record in cost control, revenue growth, team building, and achieving high customer satisfaction. Additional assets: Certifications like Six Sigma, PMP, or experience with mergers/acquisitions transitions, cross-cultural management, or sales-oriented call centers. This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at OKIN Process will know no limits! Eager to know more? Become a part of our team!

Responsibilities

This executive role provides strategic direction and oversight for multiple call center operations, managing workforce capacity and day-to-day functions to ensure high performance and scalability. Responsibilities include developing operational strategies aligned with company goals, overseeing key performance indicators, and managing large-scale budgets and P&L responsibility.