About Us

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

The Vice President of Contact Center Strategy is responsible for the strategic activities and initiatives that deliver success for the company clients and investors. This role partners deeply with the Vice President of the Command Center to take ideas and make them reality. This includes telephony, contact strategies, omni-channel engagement, site and staffing as well as workforce management activities that enable Contact Center production.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Partners extensively with clients and investors to understand strategies, needs, and goals to achieve success by their measurements.

• Deep relationship management with Operational leaders in the Contact Center to ensure KPI/KRI requirements are known and documented.

• Collaborative partnership with the Command Center leader and team to drive strategies from concept to fruition.

• Understand and communicates details surrounding resource utilization and investor/client requirements to ensure we’re engaged with our customers and our workforce is optimal both in efficiency and effectiveness.

• Understands deeply and communicates to clients and investors details on both inbound and outbound key performance outputs.

• Subject matter expert for Aspect Telephony and WFM systems engaging with external parties including clients, investors, rating agencies and regulators.

• Depth of experience with omni-channel contact methods and strategies to drive higher customer engagement.

• Ensures compliance with company policies and procedures, while accommodating external partner needs.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must possess direct or related experience in each of the following:

• Minimum of 10 years of experience working in a Contact Center environment.

• Minimum of 10 years of experience with Alvaria Cloud; Outreach, Manager, CX Business UI.

• Deep knowledge of contact center strategies and KPI achievement.

• Possess intellectual curiosity and has the ability to create a safe environment for ideation.

• Ability to utilize time management efficiently.

• Maintains high degree of confidentiality.

• Excellent attention to detail.

• Experience in a geographically dispersed organization.

• Proven ability to solve problems creatively.

• Ability to multi-task and consistently meet multiple deadlines.

• Strong verbal and written communication skills.

• Ability to work in a team environment.

• Strong customer-service orientation.

• Ability to use good judgment.

Competencies: To perform the job successfully, an individual should demonstrate the following:

Adaptability - Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events.

Business Ethics – Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.

Communications - Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form.

Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method.

Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations.

Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.

Dependability - Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines.

Teamwork - Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests.

Education/Experience: High school diploma or general education degree (GED) required. Bachelor's degree (B. A.) or higher in business related field from an accredited four-year college or university preferred. Three to five years' related experience and/or training required.

Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

Mathematical Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills: Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook).

Previous experience with MSP, Black Knight/LPS and Fiserv preferred.

Certificates and Licenses: N/A

Supervisory Responsibilities: Responsible for the overall direction, coordination and evaluation of their department. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, training, planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.

Travel: Some travel may be required.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position works in a typical office environment with moderate noise levels.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is regularly required to sit while working at a desk, occasionally standing, walking, and using hands to lift and/or move up to 25 pounds. May also climb or balance; stoop, kneel, crouch or crawl. Needs to be able to talk and hear, but no special vision is required beyond the ability to see in order to read.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.