Sr. Director, Call Centers Operations
Overview:
Our Client is looking for a Sr. Director, Call Centers responsible for the overall performance and experience strategy across call centers. He/She will drive call center automation and processes improvement to increase customer satisfaction while driving efficiencies.
Responsibilities:
- Responsible for overseeing internal and external call centers across 3 global offices
- Experience managing customer needs through pre-set KPIs and well implemented processes.
- Determine and implement KPIs to measure satisfaction
- Use analytics and problem-solving skills to drive the business forward
- Manage large contact centers with multiple sites
- Manage multiple vendors, develop strategy and contract negotiation
- Work with IT to deploy technology to drive self-service opportunities
- Maintain company compliance required by government policies
- Ensure all complaints and claims are reviewed and resolved within company’s policy and timeline standards
Requirements:
- Bachelor’s degree in related field. Master’s degree preferred
- Strong analytical skills
- Project Management skills
- Proven self-service strategy and implementation
- Ability to work in a fast pace environment
- Excellent written and verbal communication skills
alento Human Capital Management is an equal opportunity employer people are at the center of what we do! Our organization continues to thrive through our ongoing commitment to building an inclusive and diverse workforce from different backgrounds and perspectives.
People + Passion + Perseverance = Progress.
About Talento:
Talento Human Capital Management provides talent and organizational solutions enabling businesses to evolve beyond tactical human resources management. Our footprint spans across the US Latin America and Asia.
