Our client, a global leading telecommunication companyis recruiting for a Head of Care to join their business in Qatar .
Head of care is expected to shape the future of contact center operations, being committed to
delivering a great customer contact experience through different channels like phone / email / live
chat / social media / correspondence. This person also should be transformational into moving digital
care from physical contact center.
Role reports to Customer Operations Director. Role has 5 direct reports and 15 dotted.
Responsible for all third, second, or first line contact centre teams (in-house and outsource) providing ongoing customer service, and specific service teams as well as the planning and forecasting team
Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
Responsible for the recruitment, training, induction and coaching strategy across the contact centres.
Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.
Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.
Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.
Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change / projects to support and achieve improvements in the customer experience
Deliver cost efficiencies and increased in Customer Satisfaction Scores.
Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
Good understanding of digital innovations in contact center vertical
Defining clear long term contact center strategy working cross functionally to ensure 40%+ digital deflection & being a profit center
People leadership and a best in class ENPS & Employee Engagement
Minimum 12 years experience of at least 6 years in a senior management position
Experience of working in Telecom, Banking or BPO sectors
Masters Degree qualified
People Leadership, Customer Experience, Service delivery, Change Management, Strategy Design and Delivery experience is a must
Mandatory is Contact Centre experience
Very good understanding of Digital Care
Strong people management experience
Strong partner / vendor management experience
Must be able to communicate to C level, so excellent communication and presentation skills