Status: Full Time
Rate: Based on experience
Location: Columbia, SC
The Tom Sawyer Company (TSC) is looking to hire a top quality Vice President, Operations. TSC The Tom Sawyer Company operates a 100 seat inbound/outbound Communications Call Center based in the Southeast United States. TSC’s highly skilled and quality trained customer service representatives make and take hundreds of thousands of customer contacts 24/7/365 with an above 95% answer rate.
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The ideal Candidate requirement and scope of work:
POSITION SCOPE: Responsible for working with the President and the senior management team to achieve the organization’s objectives, mission and strategies. The Vice President of Operations is primarily responsible for effectively managing and operating goals and objectives for the organization. The Vice President of Operations will be responsible for promoting collaborative partnerships and relationships in the organization and when relevant to the organization’s operational objectives, in the community. The Vice President, of Operations will develop plans with, direct and lead Call Center Service Manager, Human Resources Manager and other staff who manage key responsibilities and who implement the organization’s policies on a day-to-day basis. The Vice President of Operations will lead efforts to achieve the operational and financial goals, as well as ensure strict compliance with regulatory and contractual standards and internal administrative policies.
REPORTING RELATIONSHIP: Reports to President
MAJOR RESPONSIBILITIES:
I. Operational Excellence Leadership
1. Leads and develops strategies to ensure policies and practices for achieving business results are aligned with the organization’s mission and business objectives.
2. Leads development of short and long-term operational and strategic goals including coordination of resource allocation and management, training and development, technology, asset acquisition, process and continuous improvement.
3. Monitors and tracks client and customer requirements and ensures that service levels are aligned with their requirements.
4. Develops and coordinates best practices implementation for recruiting, hiring, compensation and performance development in ensuring operational excellence
5. Develops and coordinates key organizational communication in ensuring that the infrastructure and resources are aligned with the organization’s vision, mission, values and strategic objectives.
6. Leads coordination and negotiation of financial contracts and vendor management that complies with regulatory standards and the organization’s policies.
7. Leads and directs coordination of processes that monitor, measure and evaluate operational excellence; leads initiatives that address operational issues, minimize risks and remove barriers to operational excellence
II. Operational Management
1. Directs and manages human resources systems ensuring appropriate staffing and organizational structure for achieving strategic objectives as well as day-to-day operations are in place
2. Directs and manages Call Center Services Manager, Human Resources Manager and other positions responsible for operational management
3. Directs and manages programs and initiatives (i.e. call center sales and telemarketing, client recognition, contingent staff services and development, etc.) that ensure organizational and operational objectives are achieved
4. Develops, directs and manages strategies for driving operational efficiency and profitability, associate retention, client retention and satisfaction and business growth
5. Develops, directs and manages recruiting strategies to ensure client satisfaction and to achieve organizational objectives and goals
6. Develops, directs and manages in conjunction with Business Development Manager and Controller proposals, service designs, bid processes and implementation plans
III. Organizational Leadership
1. Provides and models organizational leadership and influence in ensuring optimal performance and enabling teams to succeed in the organization
2. Maintains key relationships with health care providers for workers compensation, pre-employment screening and other key vendors for the organization. Serves as primary contact in these relationships.
3. Serves as a community liaison for key relationships that support the organization’s financial and operational objectives
4. Ensures that direct reports and staff have information and knowledge necessary for understanding the organization’s strategic business objectives.
5. Directs recruiting, hiring and employee development for internal operations positions in conjunction with Human Resources
6. Acts as liaison between senior management team and Operations staff to ensure organizational alignment and achievement of the organizational’ goals and objectives.
KEY REQUIREMENTS AND QUALIFICATIONS
Required Education: Bachelor’s Degree and/or Proven Experience in Operations Management
Required Key Competencies:
Business and Organizational Acumen: Must demonstrate an understanding of industry trends, best practices implementation and operations management and continuous improvement strategies.
Strategic Leadership and Communication: Must possess an ability to set direction and lead with vision and values; must have proven leadership in leading organizational change and communicating information across departments; Ability to communicate and motivate using effective written and verbal communication skills
Results Oriented: Must have proven record for achieving results and driving outcomes; must have demonstrated experience for developing and implementing best practices and continuous improvement
Valuing and Leading Differences: Must demonstrate an ability of understanding the strategic impact of effectively integrating diversity and inclusion into all aspects of an organization; must have proven leadership history in creating an environment that fosters learning, collaboration and enabling diverse teams to succeed
Team Development and Leadership: Must have proven record for creating an environment where teams and groups achieve objectives and results; ability to foster a commitment to continuous improvement and customer focused service across the organization
Required Knowledge, Skills and Experience:
§ 7 years in General Management, Operations Management and/or industry experience
§ Experience in managing and leading diverse teams responsible for operational functions
§ Proven ability to promote collaborative thinking among senior managers
§ Financial modeling, operational efficiency analysis and forecasting skills
§ Excellent organizational and customer service skills and the ability to manage multiple and competing priorities
§ Solid understanding of community and vendor relations strategies
Submit a copy of your Resume with Contact Information to: cdonelson@galileeagency.com
Please note the title of the position you wish to apply.