Global Customer Operations Director

ibex

Palestine (TX)

On-site

USD 130,000 - 170,000

Full time

3 days ago

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Job summary

ibex is seeking an Operations Director to oversee offshore customer services operations for multiple clients in a high-volume environment. The role focuses on successful implementation and migration of client programs, with accountability for service delivery against SLAs and client health.

The Director will manage global product support teams, across on-shore and off-shore resources, and drive KPI performance, efficiency, and collaboration with internal teams to align client strategies with

Qualifications

Combined 10 years of experience in the Call Center Industry, directing large scale programs with customer service and sales.
Experience handling a Retail/e-commerce program with minimum of 600 HC.
Multi-site management experience is a plus.
Experience managing multiple LOBs with different KPIs.
Proven track record delivering KPI management goals.
Implemented engaging activities and programs to improve performance.

Responsibilities

Manage all aspects of technology delivery in support of a client for day-to-day operations, enhancements and project support.
Ensure staffing plans are adequate to attain objectives while respecting budgets.
Develop, implement and coordinate customer support programs and SOPs to drive efficiency.
Manage escalated issues and collaborate with other department leaders to expedite resolution.
Accountable for KPI achievement and management reporting.
Oversee global product support teams including on-shore and off-shore staff.
Maintain understanding of client technologies and strategic direction for the support process.
Collaborate with internal teams to align communication, technology, people and process with client counterparts.