General Summary:

The primary responsibility of the VP of Operations is to ensure organizational effectiveness by providing leadership for the Operations Team.  The VP of Operations must demonstrate their outstanding leadership qualities by working effectively in a team environment and interacting with customers, employees, peers and management.  The VP of Operations is expected to build strong relationships with all clients, as well as establish objectives and develop plans to ensure all operational goals are aligned with corporate goals.  The VP of Operations will be responsible for leading the Regional Management Team to achieve and exceed targets set in all areas of the business including quality, productivity, profitability, process improvement and organizational effectiveness.  As a member of the management team, this individual will lead initiatives to achieve superior client experience and enhance employee capability, knowledge, and efficiency.  The VP of Operations displays a “coaching to win attitude” with proven ability to lead at a management level and an ability to develop and strengthen teams.

The VP of Operations will report directly to the President and can be based in Moncton or Fredericton.

Knowledge, Skills, and Abilities:

• 7 – 10 years of work experience in an operations management role, with demonstrated ability to build, lead and motivate a team of Management professionals
• University education or equivalent experience
• Superior communications skills and ability to work effectively in a team environment; interacting with customers, peers and management
• Demonstrates leadership and vision in managing staff groups and major projects or initiatives
• Demonstrated record of managing multiple projects and a successful history of change management
• The ability to develop and maintain constructive and cooperative working relationships with others
• Must possess the ability to lead, offer opinions and direction as well as fulfill obligations
• Knowledge and experience in applying the principles of quality management to achieve process improvement and organizational effectiveness
• Recognized innovator accomplished in developing and executing strategic plans
• People management experience with the ability to identify the developmental, mentoring and coaching needs of others to improve their knowledge and skills
• Prior management experience in a contact center environment is an asset

Essential Job Responsibilities and Duties:

• Provide effective leadership in a constantly changing environment
• Ensure all center locations are being managed efficiently and operating at a level which meets both the customer’s expectation of service and the company’s expectation of profitability
• Establish an operations plan in support of all departments in accordance with the overall strategic plan and growth objectives of the organization
• Work with the Workforce team to ensure staffing direction and objectives are aligned with company and customer goals
• Organize, lead and motivate Regional Management Team to achieve and deliver exceptional customer satisfaction to all VAS clients
• Manage and maintain an assigned budget for their team
• Ensure Regional Management team is successfully handling escalated client issues as well as meeting quality standards
• Encourage open communication between support and business functions
• Play a significant role in long-term planning, including initiatives geared toward operational excellence

Please submit your resume, quoting competition number VP0507-CB, with letter of interest to:

Virtual-Agent Services Canada Corp.
50 Foundry Street, Suite 100,
Moncton, NB  E1C 0J8
Fax: (506) 858-9724
Email: ssimkins@vagent.com
Visit our website at: www.vagent.com

We thank all candidates who apply, however, only those selected for an interview will be contacted.