Contact Center Operations Leader
2 days ago
Jacksonville
Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients. Position Overview: The Contact Center Operations Leader serves as the senior executive responsible for end‑to‑end operational performance across large-scale contact center and fulfillment teams with a specialization in client and customer support functions. This leader ensures that daily, weekly, and monthly production and service objectives are met while maintaining exceptional quality, compliance, operational integrity, and customer experience. The Operations Leader will closely partner with Unit/Team Managers and cross-functional leaders to monitor pipeline health, strengthen quality controls, drive performance, and ensure operational readiness for continuous improvement and business growth. The ideal candidate brings a strong sense of urgency, proven experience delivering operational excellence in a regulated environment, and the ability to inspire high-performing teams across multiple functions and locations. Essential Job Functions: • Lead and manage a large multi-site, multi-disciplinary organization (500+ associates across call center, and customer support)., • Build a high-performance culture through recognition, coaching, talent development, and team-engagement strategies., • Facilitate daily/weekly huddles with Team Managers, Pipeline Managers, Quality Leaders, and Performance Coaches to align on trends, performance gaps, process changes, and improvement strategies., • Conduct monthly performance reviews with Team Managers and ensure corrective action plans are created and executed when needed., • Partner with Site Leadership and Human Excellence (HR) on personnel matters, workforce planning, and employee relations., • Ensure no Personal and/or Proprietary Information (PPI) is present in team area., • Oversee all production, service quality, and customer experience objectives to meet monthly business goals and SLAs., • Conduct deep-dive analysis of pipeline movement, aging, productivity, and quality metrics; collaborate with leaders to implement operational improvements., • Review internal/external audit findings, call monitoring, and compliance results; ensure corrective action, coaching, and training are executed effectively., • Ensure labor utilization is optimized, including overtime monitoring and adherence to monthly labor margin targets., • Oversee timecard approvals, workforce adherence, and schedule compliance., • Serve as an escalation point for client concerns, operational challenges, and process clarifications., • Prepare for, participate in, and document client meetings, ensuring alignment on goals, SLAs, quality, and performance expectations., • Partner with peer Operations Leaders to drive consistent culture, process alignment, and standardized best practices across all teams. Monthly Goal Expectations: • Deliver best‑in‑class customer experiences through strong call quality, customer satisfaction scores, SLA adherence, and high-touch service standards., • Achieve financial and productivity targets, including Average Call Handling and other Contact Center KPIs per FTE., • Ensure all audit, compliance, and risk metrics remain within established thresholds., • Maintain pipeline health through aging management, turn-time adherence, and closing-on-request-date performance., • Document monthly coaching touchpoints, team communications, and development conversations., • 15+ years of fulfillment leadership, including recent end-to-end customer experience within the past 3 years., • Experience in banking and financial services industry, • Demonstrated ability to lead large-scale, multi-functional teams in a high-volume, regulatory-driven environment., • Strong analytical capability with proven experience driving performance, productivity, and operational transformation., • Exceptional communication, interpersonal, organizational, and leadership skills., • Demonstrated ability to manage risk, maintain compliance, and drive sustainable outcomes., • Ability to thrive in a fast-paced, high-pressure, production-oriented environment., • Strong PC skills and comfort in a paperless, digital workflow environment., • Willingness to work extended or non-standard hours as business needs require. Equal Employment Opportunity Mphasis is an equal opportunity/affirmative action employer committed to a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability or genetic information, gender identity or national origin.