You have a Bachelor's degree or equivalent with 10 years of job-related experience in managing multi-site Contact Centre network. You have experience in creating and implementing call Centre performance improvement programs and has managed a large scale operations of more than 100 employees.
To be successful in this role, you must have detailed understanding on the utilization and implementation of Contact Centre technology, including Workforce Management and Reporting. You have strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment. You have strong business acumen and has strong background in developing metrics and benchmarks in Contact Centre. You have the ability to use strategic thinking and problem solving skills to create new strategies, build business cases and engage stakeholders. You understand the importance of the customer’s voice and experience.
You are able to challenge others to manage change creatively, implement new approaches and encourage continuous improvement within your area of assignment. You are able to work under pressure in a dynamic working environment, perform to tight deadlines and challenging issues.
You will be working in a multi-cultural environment and need to be able to delegate work, set clear direction for your team and manage workflow of both internal and external processes. You have an excellent command of written and spoken English with established ability to build and maintain relationships at all levels of the organization.