
Customer Care Operations Director
1 week ago
Key Job Responsibilities:
- Oversee and execute a global customer care strategy, anchored in Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Develop and maintain reporting on SLAs, KPIs, and other relevant metrics, presenting findings to senior leadership.
- Maintain strong client relationships through effective communication.
- Evaluate existing systems and processes, implementing redesigns to enhance KPIs and operational efficiency.
Required Skills and Qualifications:
- A Bachelor's degree or equivalent work experience is preferred.
- At least 10 years of experience in customer care, customer service, Business Process Outsourcing (BPO) operations, and/or consulting.
- 5+ years of experience in a people management role is desirable.
Operational Overview:
- This leader will be expected to connect business objectives with user experiences, tools, infrastructure, and operational capabilities.
- Drive continuous improvement and operational excellence as a change agent.
About the Role:
- The ideal candidate will focus on achieving targets, fostering a strong team environment among agents.
- Oversee the deployment of technology and features to enhance customer experience.
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