required Customer Care Director
Directly manage a group of team leaders, provide coaching and guidance for them to become exceptional in their role, foster a positive and collaborative work environment
Set clear performance expectations, conduct performance evaluations and provide on-going feedback
Develop and implement strategies to boost the team motivation
Establish excellent relationships with relevant stakeholders, including Matrix relationship, to ensure smooth operation of team responsibilities
Performance Management:
Monitor and analyze call center metrics and KPIs to assess team and individual performance
Identify areas for improvement and implement corrective actions to ensure targets are exceeded
Implement training programs to enhance agent skills and knowledge
Quality Assurance:
Establish and enforce Quality Assurance standards to ensure consistent and high-quality customer interactions
Conduct regular call monitoring and audits to identify areas for improvement
Collaborate with relevant departments to address product or service issues affecting the customer satisfaction
CX improvement:
Continuously assess and improve customer care processes, policies, and procedures to enhance the overall customer experience. Implement best practices to resolve customer issues promptly and effectively
Implement new technologies and tools to enhance the customer experience and the agents productivity
Collaborate with other departments to resolve escalated customer issues and drive process improvement
Compliance:
Ensure that the customer care team adheres to all relevant regulations and industry standards, including data protection and privacy laws
Requirements: Bachelors degree in business administration, Management, or a related field (preferred)
Proven experience (3+ years) in call center management or a similar customer service leadership roles
Previous experience working in global companies an advantage
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Proficiency in call center software and customer relationship management (CRM) systems.
Analytical mindset with the ability to interpret data and make data -driven decisions.
Problem-solving skills and the ability to handle challenging customer situations.
Flexibility to work in a fast-paced and dynamic environment.
High level of English Must
This position is open to all candidates.
