Operations Manager, VCA Call Center

SUMMARY OF JOB PURPOSE AND FUNCTION:

At VCA, we’re committed to providing stellar experiences for pet owners, while supporting our Associates by equipping them for success and creating work environments that make work enjoyable.  Our new Client Communications Team (call center) aims to provide relief to hospital teams struggling with overwhelming call volume while providing remote work opportunities for VCA Associates and creating a more enjoyable call experience for our clients (pet owners).

The Operations Manager will bring specialized knowledge of managing call center teams to bring our call center experience – for both clients and Associates – to the next level.  The Manager will aim to improve team performance by positive goal setting and encouraging leadership, by helping to inform hiring, onboarding, and training approaches, and by upholding performance standards to ensure high-quality experiences for VCA clients.  Specifically, the Operations Manager will manager our team of call center Supervisors who directly manage the team.  Success for the role will be measured by the satisfaction of our team, our clients, and the hospital teams we support as well as by typical call center KPIs (hold times, wrap-up times, new-client lead conversion rates, etc.)

The ideal candidate will have extensive experience managing call center teams in a growing, innovative environment.  They should have a knowledge of how to measure call center success, client experience satisfaction, and how to motivate a virtual team, while contributing an expertise in team training, team performance standards, and hiring / onboarding practices.  Should have a strong success background in coaching management. They should have at least a basic familiarity with call center software systems to collaborate with technology teams and experts.

And of course, we love candidates who love pets and would find working in the veterinary industry rewarding and fulfilling!

ESSENTIAL RESPONSIBILITIES AND TASKS:

• Manage the call center Supervisors.  Gather feedback on team morale and what the team needs to better succeed in their roles and implement strategies to equip the team for growth, success and job satisfaction.  Take pride in managing team morale and ensuring Supervisors’ job satisfaction and work/life balance.

• Work with the call center training team to improve new-hire and onboarding training for the team, in pursuit of developing training that equip team members for success and make them feel supported.  Related, work closely with Workforce Management on developing call scripts and other resources for team members to improve their job performance.

• Assume ownership of the call center client experience, acting on client feedback to identify improvement opportunities and recommending / creating strategies to improve the on-phone client experience. Will partner with other leadership entities.

• Work closely with the Quality Analytics team in measuring call quality and implement measures to ensure quality assurance standards are met / improve over time. Work directly with the hospital leadership team in providing quality feedback on interactions with the Client Communication Team.

• Directly manage the team’s recruiting and interviewing processes and management teams.  Help teams to establish recruiting protocols and maintain job descriptions, and work with the call center training team to ensure high standards are met and maintained.

• Work with inventory management team to ensure new-hired Associates are equipped with necessary equipment.  Work with technology teams to ensure technology systems are operating appropriately.

• Support call center leaders in developing growth and expansion strategies.  Contribute to executive-level discussions on call center strategies.  Work with leaders to inform measurement reports.

EDUCATION/EXPERIENCE:

• High school diploma or equivalent / Associates or Bachelor’s degree preferred

• 5, in a call center leadership role that involved managing call center teams and ensuring high performance standards.

• 7, in a call center leadership role that involved managing call center teams and ensuring high performance standards.

*All degrees will be deemed “or equivalent combination of education and experience” unless absolutely required to do the job (i.e., DVM degree for Veterinarian, Law degree for Attorney, etc.).

PREFERRED SKILLS AND QUALIFICATIONS:

• Ability to manage complex projects under tight timelines

• Team leadership and team culture development

• Providing directional and actionable feedback

• Ability to engage with Senior business leaders to inform and obtain buy-in and support for ideas

• Understanding of common call center KPIs

• Understanding of call center financials, budgeting, and financial planning

CORE COMPETENCIES:

• Organization

• Project Management

• Communication

• Leadership, Coaching and Team Management

• Measurement

• Presenting and Training

Additional Information: Compensation is negotiable based on education, experience, and other relevant credentials. The US base salary range for this full-time position is $83,600 - $114,000 Annually. Our salary ranges are determined by role, level, and location. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.