Lead the Customer Service function and build a highly effective leadership team. Responsible for the development and implementation of the technical support strategy across multiple global locations.
Lead teams that service our global customers by keeping them aligned, utilizing scale, and performing consistently to enable customer satisfaction and retention.
Implement and execute on our growth and scale strategy by developing a holistic customer service strategy.
This leader will have overall responsibility for the newly established Customer Service function and building a highly effective leadership team.
This role requires a leader who uses data to make decisions and makes recommendations to continually optimize opportunities to improve customer service, agent performance, and processes that impact the customer experience.
This role may also assume the role of site lead for our Centre of Excellence
Roles & Responsibilities
Design and lead the strategy of the Customer Service function to best support the customer and employee experience that result in improved growth and retention
Motivate, coach, and lead a high-performance, diverse management team; attract, recruit, and retain top talent; role model the mindset and behaviors focused on Customers, Challenging the Status Quo, and a Growth Mindset as part of an inclusive culture
Collaborate with Global Operations to set service levels and staffing plans for omnichannel service organization. Develop and apply impactful initiatives that deliver against target measures and KPIs
Understand customers’ self-service preferences and develop strategies that motivate customers to adopt self-service. Continuously evaluate and assess channel portfolio.
Lead the enterprise global Customer Service function while creating a customer-obsessed, agile, and results-driven team culture.
Evolve methodologies that optimize service levels and meet company growth goals. Drive an increase in first call resolution and the deployment of automated solutions to reduce low complexity voice calls
Partner closely with product management, sales, marketing, and other key stakeholders to drive lasting improvements to our customer experience.
Continually listen to the Voice of the Customer to set meaningful and ambitious goals that will continually improve the customer experience.
Executing for Results
Strong data-driven mindset; with an ability to communicate effectively using data to tell the story
Keeps organizational strategies in mind while driving towards execution in service of continuous improvement
Strong consumer orientation with focus on delivering exceptional business results.
Sets clear and challenging business goals while committing the organization to improved overall performance.
Rigorously holds oneself and others accountable for achieving high levels of individual and organizational performance.
Manages ambiguity and deals effectively with complex and uncertain situations where many alternatives are possible, and no single correct answer exists.
Illustrates decisiveness and wisdom in the face of limited data while influencing others in a way that results in acceptance or agreement and drives the business forward.
Identifies and solves potential problems in a creative and timely manner
Comfortable leading a team through rapidly changing circumstances, priorities, and goals.
Ability to effectively lead and represent a multi-disciplined, global operation.
Strong, inclusive communicator with ability to drive cross-functional collaboration across teams in dynamic, fast-paced environment.
Role models an experimentation mind-set of failing fast to learn and grow
Ability to attract and recruit top talent and to relentlessly motivate the team, delegate effectively, celebrate diversity, and manage and reward performance.
Strong developer of others within the organization.
Relationships and Influence
Builds strong relationships with others, demonstrating strong emotional intelligence and an ability to communicate clearly and persuasively.
An ability to inspire trust and followership in others through compelling influence, passion in his / her beliefs, and active drive.
Encourages others to share the spotlight and visibly celebrates and supports the success of the team.
Creates a sense of purpose / meaning for the team that generates followership beyond his / her own personality and engages others to the greater purpose for the organization.
Measure of Success :
Meeting change program hiring milestones as well as key customer service metrics, including ASA, FCR, CSAT and NPS among others.
Skills & Experience :
18+ years of customer service experience & 10 years’ experience leading the day to day operations of a global customer service center
Proven ability to lead global teams, complex projects, and competing demands to deliver business outcomes
Experience leading global customer service centers
5+ years’ experience in call type analysis, consolidation of contact centers (call routing design, number consolidation, etc.
and streamlining to create efficiencies required
Knowledge of performance evaluation and customer service metrics. Solid understanding of reporting and budgeting procedures and experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).
Proficient in call center equipment / software programs including cloud-based telephone systems and SMS servicing setup and utilization.
Outstanding communication and interpersonal skills. Excellent organizational and leadership skills with a problem-solving ability.
Proficiency with standard software tools and keyboard skills. Ability to effectively manage multiple priorities in a complex environment.
Strong analytical & Business reporting skills.
Graduate or Post Graduate Degree holder
Location : Manila, Philippines
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