Director of Customer Experience
4 days ago
About the Role:
The Director of Customer Experience will play a critical role in driving our customer-centric approach at Intelassist. This individual will be responsible for developing and implementing strategies to improve customer satisfaction and loyalty.
Key Accountabilities:
- Formulate operational strategies to ensure attainment of profitability objectives.
- Stay updated on the latest contact center technologies and implement new solutions to optimize operations and improve agent productivity.
- Drive strategies to champion excellent customer experience.
- Identify and mitigate potential risks to operations, including system outages, data breaches, and Agent/Representative/Associate burnout as part of Business Continuity.
- Communicate effectively and build strong relationships with all stakeholders, across all levels, and all departments, to ensure alignment and collaboration.
Qualifications:
- Candidate must possess at least a Bachelor's/College Degree in any field.
- Intermediate to advanced expertise in Microsoft Excel is required.
- Strong sales and customer service domain experience and excellent people management skills.
- Related experience working as a BPO Operations Director for a minimum of 5 years.
- Experience in team management and performance management.
- Strong decision-making and problem-solving skills.
- Must have excellent verbal and written English communication skills.
- Strong organizational skills.
- High level of integrity and honesty.
- Optimism, calmness, and flexibility.
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