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Chief Operations Officer - FCR, a TTEC Company (Pacific Northwest)

Company: Brightview Senior Living
Location: Eugene
Posted on: September 12, 2020

Job Description:

Job Description - Chief Operations Officer - FCR, a TTEC Company (Pacific Northwest) (02Q72)

Job Description

Chief Operations Officer - FCR, a TTEC Company (Pacific Northwest)

Chief Operations Officer - FCR, a TTEC Company (Pacific Northwest)

About FCR

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 furtherinformation.

About TTEC

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 guiding principles

Guide direct reports in managing their areas of expertise.

Ensure business operations can support and sustain growth of client programs.

Push organization to be nimble and creative with solutions.

Inspire the organization to do great work and find purpose in our mission.

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 culture.

Manage financial results and experience meeting profitability targets.

Ensure teams are meeting and exceeding client high expectations in customer experience.

Participate in the development of the company’s plans and programs.

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 enter.

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 growth

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 potential partnerships

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.

Keywords: Brightview Senior Living, Eugene , Chief Operations Officer - FCR, a TTEC Company (Pacific Northwest), Other , Eugene, Oregon

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