Required Senior Director Of Customer Journey Enablement.
What youll be spending your time on:
The role of the Senior Director of Customer Journey Enablement is to lead the main pillars supporting and enabling an outstanding operational customer journey. The ideal candidate will be accountable for company's Global Customer Care Operation, Learning & Development, Quality Assessment and the Online Management of the Customer Journey Teams.
Main responsibilities:
Customer Care Team:
Performance of CC Teams, leading through efficiency and customer satisfaction
Guide and coach managers and team leaders on the best practices processes
Work closely with data teams to reflect and monitor the level of service across channels in dashboards and reports
Lead and create cross-departmental global strategic projects
Produce consistent teamwork routines to improve the performance of the department as well as employees engagement
Working with the global management team on unifying processes and implementation of strategic decisions across the whole global customer operation
Hands on with managers and team leaders in training and feedback sessions for CC associates
Strategic management of big outsource teams, in multiple locations around the globe
Learning & Development and QA Teams:
Build the foundation of the Training, Knowledge and QA teams to support the global customer journey activities
Track efficiency and performance (employees and customers satisfaction) of the teams
Stay up to date with new methodologies/tools supporting self-service training and knowledge capabilities
Set clear strategies for development of our teams
Create cross-journey processes to create collaboration, healthy data sharing and synergies
Online Management Teams:
Lead a team that ensures that customers journey is successful end to end, removing barriers and optimizing online performance
Develop online strategies to ensure our customers are answered within our SLA
Implementing different techniques to maximize the number of inquiries handled by our associates
Investigate and analyze any barriers that are blocking our customers from contacting customer care or using our services
Manage the global alignment and coordination between our different hubs to ensure successful online operation
Managing online crisis events in order to ensure the fastest recovery and minimize the effect on our customers
Leveraging advance set of tools like SQL and Coralogix in order to identify trends, conduct deeper investigation
Manage the development of automated quick wins solutions for effective customer inquiries management and be the focal point for business teams
Focal point CC ops team for adhoc automation and SQL related issues
Requirements: 5-10 years of leadership experience in a global call center Must
At least 5 years of experience in managing managers Must
Excellent written and oral communication skills in English - Must
Data Driven, experience with productivity metrics in call centers Advantage
Ability to work in a dynamic work environment, adapting to quick changes in good spirit
Proven skills in the areas of leadership, organization, prioritization and problem-solving, project management
Strong managerial and leadership skills, ability to mentor, motivate and nurture managers and team members
Excellent communication, collaboration and delegation skills, experience in a fast-growing environment
Out of box thinking focusing on employees engagement and retention
Multi-tasker and quick learner
Strong sense of ownership and ability to deliver
Headcount allocation in customer care/service department or planning units - Advantage
Experience working with and creating databases and dashboards using all relevant data to make informed decisions - Advantage
Bachelors degree
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