Chief Operating Officer

$200,000 - $250,000/Yr

Gravity It Resources - Phoenix, AZ

Full-time - Executive

Phoenix, AZ

Administrative and Support Services

About the position

The Chief Operating Officer (COO) at Gravity IT Resources will lead the strategy and operations of a rapidly growing company in a dynamic industry, with a strong emphasis on enhancing call center operations and optimizing client journeys. The role requires a visionary leader with expertise in UCaaS to improve operational performance, manage business process outsourcing relationships, and drive customer satisfaction and profitability.

Responsibilities

• Develop and implement strategies to optimize call center operations and efficiency for all inbound and outbound activities.
• Design and implement strategies that optimize the client journey from lead generation to conversion, ensuring client satisfaction and collaboration across internal channels.
• Create and manage omnichannel solutions to enhance customer engagement.
• Manage and optimize relationships with BPO and partners, ensuring quality delivery, negotiating contracts, and monitoring SLAs to drive results.
• Lead and develop teams to foster a high-performance culture.

Requirements

• 10+ years of Call Center Operations leadership experience.
• Proven experience in implementing and managing UCaaS solutions.
• Experience in managing partner and BPO relationships.
• Experience in designing and implementing successful client journey solutions.
• Strong understanding and experience with omnichannel solutions.
• Experience utilizing AI for data analysis to inform decision-making.
• Bachelor's degree in business administration, operations, or a related field.

Nice-to-haves

• MBA or similar advanced degree.