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Vice President, Operations in El Paso, TX at HGS

Date Posted: 4/19/2018

Job Snapshot

  • Employee Type:
  • Location:
    El Paso, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description


The Vice President of Operations is responsible to drive HGS strategic business initiatives, ensure successful service delivery for our clients, and continually raise the bar of our operations. The incumbent is an experienced, well rounded �hands-on' leader, comfortable communicating at all levels of an organization both internally within HGS and our clients. The VP Ops is typically responsible for a $40m+ P&L, spanning multiple clients, sites, or delivery teams.


Typically Reports To: Sr. Vice President Operations

Typical Reports: Operations Directors

Principal Duties and Responsibilities:

  1. Effectively leads the operations team
    1. Clients. Through successful service delivery and SLA management, ensures client satisfaction and retention. Partners with various support departments to facilitate client growth and expansion. Able to develop business cases and lead credible discussions with clients to articulate the HGS value.
    2. Business. Oversees organizational adherence with HGS processes, policies, and best practices. Challenges the status quo and identifies opportunities to improve quality, efficiency, and results. Manages with Contact Center expertise, knowledge, tools, and balanced scorecards.
    3. Employees. Leads by example fostering a positive work environment in which employees professionally develop, grow, and retain. Responsible for the ongoing professional development / evaluation of direct reports, accountability, and succession planning.
    4. Leadership. Able to inspire and rally a team to quickly resolve challenges. Builds leadership bench strength through individual self-accountability, training, and coaching. Develop a culture of continuous improvement. Identify opportunities for improvement, determines the root-cause of problem areas, analyze data, and solutions.
    5. Cross Functional. Supports other departments in the organization by providing insight, data analysis, and operational expertise. Able to drill a P&L to the line item level and have a clear understanding of operational action financial impacts.
  1. As an Executive Leader in the organization
    1. Proactively articulate, document, and concisely execute a strategic business plans.
    2. Operate in a complex global organization and culture of continual change.
    3. Experience researching and developing complex solutions for presentation to the executive team.
    4. Collaborate and work cross functionally with other VP's and Department heads to accomplish business goals.
    5. Organization thought leader. Fearlessly, but thoughtfully, challenges the status quo to push the business forward.
    6. Work with senior leadership to continuously enhance the customer experience in measurable terms based on customer contacts and feedback
    7. Drive customer experience as it relates to best practices and member satisfaction, monitor results for customers.
    8. Maintain and improve Customer Experience operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing analyses; managing system and process improvement and quality assurance programs; installing upgrades.
    9. Demonstrate a commitment to excellence through continuous staff development programs enhancing employee engagement, service, knowledge, skills and morale. Ensure ongoing staff training to continually expand knowledge base.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:

* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.

Job Requirements

  • BA / BS in Business Administration or equivalent experience in a related field
  • 20+ years Call Center and/or BPO experience in an outsource environment responsible for multiple sites and clients.
  • Advanced working knowledge of mainstream business tools; Excel, PowerPoint, MS Word, MS Outlook Tools.
  • Advanced knowledge of Call Center systems, technology, and terminology. Functional understanding of common Contact Center CRM platforms; Astute,, Wilke, etc.
  • Demonstrated ability to make complex decisions and solve problems for Call Center processes using qualitative, quantitative, and financial data.
  • Proven ability to delegate and manage workloads and projects across functions.
  • Strong fiscal acumen with financial modelling experience. Proven track recording of successfully managing both revenue and expense budgets to increase top and bottom line results.
  • Highly skilled written and verbal communication skills. Comfortable presenting to large internal or external groups of people.
  • Sufficient schedule flexibility commitment to support a 24/7 Global company.

HGS Executives are working leaders in the HGS organization. As such, successful members must have the experience and willingness to delve into all levels of detail needed to accomplish the business goals.


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