The
Site Director will be responsible for managing the offshore customer services operation for various clients. This individual will work with the Client and will be responsible for the successful implementation and migration of the Client's customer services. The Director will ultimately manage these accounts and oversee the operation of several hundred/thousands of highly skilled positions related to customer service, sales, client and project implementation, HR and administrative functions, and call center representatives.
The Director will be responsible for successful service delivery within the prescribed SLA, and will be accountable for Client account health and internal team performance.
Responsibilities
DUTIES AND RESPONSIBILITIES:
- Manage all aspects of technology delivery in support of a client for the complete landscape including day to day operations, application enhancements and project support.
- Ensure that organizational structure and staffing plans are adequate to attain organizational objectives while maintaining budget requirements.
- Responsible for the development, implementation and coordination of customer support programs and standard operating procedures to drive efficiency and effectiveness of support operations.
- Management of escalated issues and collaboration with other department leaders, as necessary, to expedite resolution.
- Accountable for the development and achievement of organizational KPIs, Metrics and management reporting.
- Management of a global product support teams that may include both on-shore and off-shore employees and/or contractors.
- Maintain an understanding client's technologies and strategic direction and apply that knowledge to the customer support process.
- Collaborates with other internal teams to integrate communication, technology, people and process with client counterparts.
Qualifications
QUALIFICATIONS
- Combined 10 years of experience in the Call Center Industry (Operations and Client Services), directing large scale programs with multiple lines of business with an emphasis on customer service and sales.
- At least 2 to 3 years experience as a Site Director
- Must have handled 1,500 to 2,000 FTEs as a Program Director
- With proven track record and expertise in providing solutions and projects focused in delivering KPI management goals
- Has implemented effective Engagement activities and programs
Knowledge
- Strong knowledge of various CRM tools
- Strong knowledge of QA and WFM related tools
- Strong knowledge of Microsoft Office
Skills
- Significant relevant experience in client relationship management
- Strong communication skills
- Excellent presentation skills
- Effective organizational skills and time management skills
Abilities
- Demonstrated ability to migrate highly complex customer service functions to an offshore model while maintaining quality of delivery.
- Ability to come up with sound and accurate decisions in any given circumstance
- Ability to exhibit professionalism
- Demonstrated ability to communicate effectively with internal and external associates
- Ability to drive performance on a site wide scale by consistently meeting KPIs
- Ability to work on a graveyard schedule
