SVP - Customer Contact Centers

JOB DESCRIPTION: JOB PURPOSE
Lead the transformation of customer service operations as the Head of Call
Center and Multichannel Operations. Develop strategies to centralize
operations, shift towards digital-first self-serve interactions, and integrate
customer insights across channels. Oversee operational excellence,
technological enhancements, and stakeholder alignment to elevate customer
experiences and drive innovation in a dynamic and evolving customer service
landscape.
ROLES AND RESPONSIBILITIES
Strategic Vision: Develop the operating model strategy for customer contract
centers across the segments and subsidiaries in the group. This includes
centralizing operations, onshore and offshore resourcing, in addition to
defining a road map to shift from call-based interactions to engaging digital
first self-serve touchpoints.
Operational Excellence: Oversee day-to-day operations of the call center and
multichannel teams, ensuring adherence to service level agreements (SLAs) and
quality standards. Implement effective workforce management practices to
optimize staffing levels, scheduling, and resource allocation for each
channel.
Multichannel Integration: Collaborate with cross-functional teams to integrate
customer data and insights from various channels, enabling a holistic view of
customer interactions and needs. Drive initiatives to ensure consistent
messaging and branding across all communication platforms.
Performance Analysis and Reporting: Monitor key performance indicators (KPIs)
and metrics for each communication channel, identifying trends, areas for
improvement, and opportunities for optimization. Generate insightful reports
and presentations for senior management to communicate performance,
challenges, and proposed solutions.
Technology and Tools: Evaluate and recommend customer service technologies,
tools, and software platforms that enhance agent efficiency and customer
experience. Stay updated on emerging communication channels and technologies,
exploring opportunities to expand the company's multichannel capabilities.
Stakeholder Alignment: Work collaboratively with various departments,
including Sales, IT, operations, and marketing, to ensure cohesive strategies
that enhance customer engagement while meeting business objectives.
Change Leadership: Lead cross-functional teams through organizational changes,
fostering a culture of innovation, and inspiring teams to embrace the shift
towards frictionless customer engagement.
Training and Development: Develop training programs to equip call center staff
with the skills needed for the transformed self-serve model, ensuring a smooth
transition and maintaining service excellence.
Data-Driven Insights: Utilize data analytics and customer insights to inform
strategies, track progress, and continually enhance the customer experience.
Budget Oversight: Manage budgets allocated to call center consolidation,
onshore/offshore operations, and relevant digital transformation initiatives.
QUALIFICATION AND EXPERIENCE
RELATED YEAR OF EXPERIENCE:
- Min of ‎12+ years of experience in call center management, with a successful
track record of - overseeing onshore and offshore operations.
* Strong background in digital strategy and customer experience enhancement, ideally in collaboration with digital teams.
* Expertise in process optimization, automation, AI, and other digital tools to enhance customer engagement.
* Exceptional communication skills and the ability to collaborate effectively with cross-functional teams and stakeholders.
* Change management expertise with a history of successfully leading teams through organizational shifts.
* Analytical mindset with the ability to derive insights from data to inform decisions.
* Passion for creating exceptional customer experiences and an interest in keeping abreast of industry trends.
YOE IN MANAGERIAL POSITION : Min of ‎4+ years experience in managerial
position.
FIELD OF EXPERIENCE : Experience in Real estate and Financial Services
TECHNICAL AND INTERPERSONAL SKILLS
* Genesys / Avaya Call Centre Platforms.
* Strong communication skillset.
* In-depth knowledge of contact center technologies, including automatic call distribution (ACD) systems, interactive voice response (IVR) systems, and computer telephony integration (CTI) solutions.
* Understanding of multi-channel communication tools such as chat, email, social media, and SMS platforms.
* Proficiency in setting up and analyzing performance metrics such as average handling time (AHT), first-call resolution (FCR), customer satisfaction (CSAT), and Net Promoter Score (NPS).
* CRM tools such as Salesforce
QUALIFICATION
Bachelor's degree in Business, Management, or a related field/ MBA preferred.