Job Description - Chief Operations Officer - FCR, a TTEC Company
(Pacific Northwest) (02Q72)
Chief Operations Officer - FCR, a TTEC Company (Pacific
Chief Operations Officer - FCR, a TTEC Company (Pacific
Headquarteredin Eugene, Oregon, with domestic customer
experience centers across theU.S. as well as international
locations in Mexico and Poland,FCR has built a new
class of high-quality customer experience and businessprocess
outsourcing solutions. The company provides a wide range of
omnichannelcustomer experience and business process solutions to
industries that includehigh tech, startups, e-commerce, gaming,
healthcare, retail, travel andhospitality, and various sectors of
the digital economy.
Founded in 2005, FCR(First Call Resolution, LLC) currently
supports more than 80 clients andemploys approximately 2,000
colleagues across eight customer experience centersin the
United States. FCR is changing the face of the CX industry and
hascarved out a niche working with start-ups, industry disruptors,
and technologyinnovators. Operations are located withincommunities
in the Northwest – places where people value the interesting
workand career opportunities FCR provides.
In the fall of 2019, FCRwas acquired by TTEC. The acquisition is
aligned to TTEC's continued focus ondriving organic growth through
the omnichannel enablement of the mostinnovative and disruptive
brands in the digital economy. FCR will retain itsname and be a
stand-alone entity inside TTEC's Engage business. To learnmore
about the company, visit www.gofcr.com for
TTEC Holdings, Inc.(NASDAQ: TTEC )is a leading digital
global customer experience (CX) technology and servicescompany
focused on the design, implementation and delivery of
transformativecustomer experience, engagement and growth
solutions. The Company's TTECDigital business provides
insight-driven, outcome-based and AI-enabledomnichannel cloud
platforms and CX consulting solutions and its TTEC Engagebusiness
delivers operational excellence through customer care,
acquisition,retention, fraud prevention and detection, and content
moderation services.Founded in 1982, the Company's 48,000 employees
operate on six continentsacross the globe and live by a set of
customer-focused values that guiderelationships with clients, their
customers, and each other. To learn moreabout how TTEC is bringing
humanity to the customer experience, visit www.ttec.com .
What You'll be Doing
TheChief Operating Officer provides strategic direction for
Operations, HumanResources, and IT and is responsible for
delivering great results for our clients. FCR is known for its
nimble response toclient needs. That, partnered withsignificant
year over year growth, keeps things hopping! It’s up to the COO to
ensure the teamsdeliver quickly and with excellence. Our company
culture and commitments to ourcommunities has been a key success
factor for FCR. You’ll have an important role in nurturing
ourunique culture and fostering an atmosphere of inclusion and
engagement. We care deeply about our colleagues and theCOO models
and finds ways to deepen that for the rest of the organization.
You’ll have full P&L responsibility forthe company and focus on
the financial side of the business ensuring strongprofitability and
looking for ways to grow the top line. You will workdirectly with
our marketing and sales team to foster new businessopportunities,
uncover prospective expansion options, and continuously
deepencurrent client relationships. Ideally this role will be based
in Eugene, OR,however we remain flexible on location across
Washington, Oregon, or Montanafor the ideal candidate. This role
will report directly to the President of FCR. Your direct reports w
ill include the VP ofOperations, VP of Technology, and Sr. Director
of Human Resources.
On a typical day,you'll:
Monitor and manage financial results.
Coordinate efforts of internal teams to respond to business
challenges and client needs.
Interact with key clients to nurture business relationships.
Work with FCR’s President on expansion and growth plans.
Keep in tune with the health of the culture and reinforce
Guide direct reports in managing their areas of expertise.
Ensure business operations can support and sustain growth of
Push organization to be nimble and creative with solutions.
Inspire the organization to do great work and find purpose in
Why you? What you bring –Experience in the following:
Leading a fast-moving dynamic organization. Love working with
people and clients.
Creating and nurturing a fun, inclusive, caring company
Manage financial results and experience meeting profitability
Ensure teams are meeting and exceeding client high expectations
in customer experience.
Participate in the development of the company’s plans and
Innovate and bring new ideas regarding expansion, client
support, internal operations, and business opportunities.
Enhance and/or develop, implement policies and procedures of the
organization that will improve the overall operation and
effectiveness of the company.
Act as an advisor on contracts into which the company may
Desire to travel to FCR’s operations centers and visit clients
for sales and client relationship building
Leadership expertise to manage the senior leadership team and be
responsible for the performance management and input regarding
hiring of senior-level management.
What skills you’llneed:
Excellent interpersonal and leadership skills.
Strong client facing skills, with proven experience managing
large teams, running global programs, and influencing revenue
15+ years of operations leadership experience, preferably in a
call center environment
Financial acumen with experience running a P&L
Possess contract negotiation capabilities to help build
Proven ability to bring staff and key influencers together to
work in concert
Experience in BPO space, customer experience operations, and
contact center operations.
TTEC is proud to be an equal opportunity employer. TTECembraces
and is committed to building a diverse and inclusive workforce
thatrespects and empowers the cultures and perspectives within our
globalteams. We strive to reflect thecommunities we serve, by not
only delivering amazing service and technology,but also humanity.
We make it a point tomake sure all our employees feel valued,
belonging and comfortable being theirauthentic selves at work. As a
global company, we know diversity is ourstrength because it enables
us to view things from different vantage points andevery individual
to bring value to the table in their own unique way. But don’ttake
our word for it, check out some of the diversity and women in
leadershipawards on TTECjobs.com.
Noticeto external Recruiters and Recruitment Agencies: TTEC does
not acceptunsolicited headhunter and agency resumes.
Headhunters and recruitmentagencies may not submit resumes/CVs
through this web site or directly to anyemployee. TTEC, and
any of our subsidiaries, will not pay fees to anythird-party agency
or company that does not have a signed agreement with TTEC.
TTEC requires all employees hired in the United States to
successfully pass a background check and depending on location and
client program a drug test, as a condition of employment. TeleTech
is an Equal Opportunity Employer.