Contact Center & Experience Sr. Manager

Responsibilities:

• 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.