Regional Director Customer Service

Key Responsibilities

Strategic leadership

• Create and execute the customer service strategy. Short (1 year) and long term (+3 year) incl. strategies to improve efficiency, performance and customer satisfaction.
• Build strong cross functional relationships with key internal and external stakeholders.

Operational management:

• Oversee the day-to-day operations of the customer service, shared services & fulfillment departments (in house in Bangalore and outsourced via Teleperformance) ensuring smooth workflows and timely resolution of customer questions.
• Ensure that customer service & fulfillment processes, policies, and procedures are well-documented and consistently followed.
• Continuously steer towards all KPI’s are met. (Service Levels, schedule adherence, productivity & quality of service).
• Conduct weekly & monthly performance reviews.

Leadership & team development:

• Foster a positive, collaborative, and customer-focused work environment that leads to the engagement KPI’s of your teams.
• Provide leadership, guidance, coaching and support your direct reports
• Ensure your team is equipped with skills to perform their roles; initiate personal development for your management team.

Customer Satisfaction

• Monitor customer feedback and satisfaction metrics, identifying trends and areas for improvement.
• Drives initiatives and recommendations or implementation of process improvements working cross functionally with a focus on improved customer experience and team efficiency.

Budget & Reporting:

• Manage the budget for the customer service & fulfillment department (both inhouse & out sourced), ensuring resource allocation aligns with business priorities.
• Prepare regular reports on customer service & fulfillment performance, providing data-driven insights to senior leadership.
• Identify opportunities to reduce costs while maintaining or improving customer service levels
• Negotiate with and select external vendors and service offering ensuring budgetary control.
• Monitor & measuring key performance indicators related to performance management of all teams (Service Level, forecast accuracy, utilization, productivity, quality, customer satisfaction)
• Ensure the availability of staff by forecasting, planning & recruiting of staff

Qualification & Requirements

• Bachelor or Master degree
• Higher Travel/Managerial Education
• 5-7 years experience in leading an international contact center.
• 5-6 years of proven experience with people development
• Talent for motivating people
• Energetic and positive mindset
• Strong communicator and influencer
• Fluent in English
• Adapts quickly to rapidly evolving and changing business priorities
• Stress resistant and are capable of making decisions in challenging situations.
• Pragmatic with hands-on approach and sense of urgency
• Process management background is a plus (i.e. LSS)
• Experience in managing large budgets

Benefits

• Transport: Free transportation with door-to-door pickup and drop facility round the clock.
• Medical Insurance for Self, Spouse, Children & Parents/ Parents-in-law
• Personal Accident and Term Life Policy for employee
• World Class Facility – Cafeteria and break-out zones
• Hybrid way of working