Head of US Contact Center Operations

Bosch; Irvine (CA); Híbrido; USD 140 000 - 190 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical benefits

401(k) plan

Paid vacation

Adoption Reimbursement

Employee Purchase Program

Resumo da oferta

BSH Home Appliances Corporation – Top Employer US 2024 in Irvine, CA seeks a Head of Contact Centers to manage the USA contact center operation and deliver industry-leading service standards. The role oversees three functional areas across multiple worksites, ensuring first-time resolution of over 1.5 million customer interactions annually and active workforce engagement within a high-paced environment.

The position requires a Bachelor’s degree, 10+ years in mid-size call centers, and 7–10 years

Qualificações

• Bachelor’s degree required in Business Administration or related field.
• 10+ years of experience managing mid-size call centers.
• 7-10 years of people leadership experience.
• Strong leadership and change management skills.
• Willingness to travel domestically and internationally.
• Hybrid position; Irvine, CA residents preferred.

Responsabilidades

• Manage the Contact Center operation and customer service delivery for USA brands.
• Oversee three functional areas across multiple worksites.
• Ensure effective reception and first-time resolution of 1.5M+ interactions per year.
• Drive customer service excellence and customer loyalty.
• Align strategy with NA regional leadership and optimize staffing.

Conhecimentos

Leadership

Performance mgmt

People engagement

Coaching

Resource planning

Communication

Formação académica

Bachelor’s degree in Business Administration or related field

Ferramentas

Microsoft Office

Descrição da oferta de emprego

BSH Home Appliances Corporation – Top Employer US 2024 in Irvine, CA seeks a Head of Contact Centers to manage the USA contact center operation and deliver industry-leading service standards. The role oversees three functional areas across multiple worksites, ensuring first-time resolution of over 1.5 million customer interactions annually and active workforce engagement within a high-paced environment.

The position requires a Bachelor’s degree, 10+ years in mid-size call centers, and 7–10 years