Define and develop regional contact center strategy, standard & operating procedures, governance, operating model, blueprint & execution framework to achieve organizational goals. Accountable for driving the effective implementation in the CA EM region.
Drive transformation to ensure operation efficiency in the contact center, determine the best optimal operating model by market/region, effectively manage strategic vendor performance & relationship, adoption of digital capabilities & technology tools.
Accountable for experience deliverables in post purchase & increase the consumer satisfaction YoY. Establish, calibrate, monitor & improve the relevant KPI such as Call Answered Rate, Net Promoter Score, Call Handling Time, Consumer Effort Score & etc.
Accelerate the direct sales capabilities in contact center to support the growth of aftermarket & D2C business.
Support the development plan & training scope particularly from operation & soft skill perspective.
Establishing mid/long term strategical plan and annual budget for contact center operation & transformational cost.
In collaboration with all markets within the CA EM to deploy the targeted strategies & initiatives in contact center management & consumer experience enhancement. Act as functional leader for contact center team in entire region.
Participation in cross regions contact center forum & working with cross functions within the organization to achieve the peace of mind functional objective, as well as identify the potential opportunities for near future.
Qualifications:
Degree in Business, Engineering or equivalent.
Strong 5-10 years of experience in contact center management, aftersales & customer service.
Fluent English.
Posses strong business process and operations analytics skills.
Solid experience in setting business strategy and project management.
Solid stakeholder management and negotiation skill.
Good financial acumen & commercial sense.
Proven success leading transformation initiatives.
Team management experience (include manage virtual team remotely). Strong leadership and able to coach on team development.
Passionate about new technology knowledge and application.
Cross cultural competence & adaptable to all contexts in the CA EM region.
A self-starter - You can work autonomously but will never be on your own, working proactively to identify the opportunities and implement the plan.
Judgement and decision making - Exercises good judgement in making decisions, considering all the available sources of information and alternatives. Expresses clear and rational reasons for taking a decision.
Skills
Stakeholder Management
Negotiation skills
Project Management Skills
Analytic Problem Solving
Functions
Sales
Job Overview
Job Type:
Full-Time
Company
Electrolux Group
99 active jobs
Industry:
Other
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