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Title
Text copied to clipboard!Global SVP Contact Centre
Description
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We are looking for a highly experienced and dynamic Global Senior Vice President (SVP) to lead our Contact Centre operations worldwide. The ideal candidate will have a proven track record in managing large-scale contact center operations, driving customer satisfaction, and implementing innovative solutions to enhance service delivery. This role requires a strategic thinker with exceptional leadership skills, capable of managing diverse teams across multiple geographies. The Global SVP Contact Centre will be responsible for setting the vision and strategy for our contact centers, ensuring alignment with overall business objectives, and fostering a culture of continuous improvement. The successful candidate will have a deep understanding of contact center technologies, customer service best practices, and the ability to drive performance through data-driven decision-making. This role demands excellent communication skills, the ability to influence at all levels of the organization, and a passion for delivering exceptional customer experiences. The Global SVP Contact Centre will work closely with other senior leaders to ensure that our contact center operations are scalable, efficient, and aligned with our company's growth objectives. This is a unique opportunity to make a significant impact on our business and shape the future of our customer service operations on a global scale.
Responsibilities
Text copied to clipboard!- Develop and implement a global contact center strategy.
- Oversee the daily operations of contact centers across multiple regions.
- Drive customer satisfaction and service excellence.
- Implement innovative solutions to enhance service delivery.
- Manage and develop a diverse team of contact center professionals.
- Ensure alignment of contact center operations with overall business objectives.
- Foster a culture of continuous improvement.
- Utilize data-driven decision-making to drive performance.
- Collaborate with senior leaders to ensure scalability and efficiency.
- Monitor and analyze key performance indicators (KPIs).
- Develop and manage the contact center budget.
- Ensure compliance with regulatory requirements.
- Implement best practices in customer service.
- Drive initiatives to improve employee engagement and retention.
- Lead change management efforts within the contact center.
- Develop and maintain relationships with key stakeholders.
- Oversee the implementation of contact center technologies.
- Ensure effective communication across all levels of the organization.
- Identify and mitigate risks within the contact center operations.
- Represent the contact center function in executive meetings.
Requirements
Text copied to clipboard!- Bachelor's degree in Business Administration, Management, or related field.
- Master's degree preferred.
- Minimum of 15 years of experience in contact center management.
- Proven track record in leading large-scale contact center operations.
- Strong understanding of contact center technologies.
- Exceptional leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to influence at all levels of the organization.
- Strong analytical and problem-solving skills.
- Experience in driving customer satisfaction and service excellence.
- Ability to develop and implement strategic plans.
- Experience in managing budgets and financial performance.
- Knowledge of regulatory requirements in contact center operations.
- Ability to work in a fast-paced, dynamic environment.
- Strong project management skills.
- Experience in change management.
- Ability to travel as required.
- Proficiency in data analysis and reporting.
- Strong organizational skills.
- Ability to foster a culture of continuous improvement.
Potential interview questions
Text copied to clipboard!- Can you describe your experience in managing large-scale contact center operations?
- How do you drive customer satisfaction and service excellence?
- What innovative solutions have you implemented to enhance service delivery?
- How do you ensure alignment of contact center operations with overall business objectives?
- Can you provide an example of how you have fostered a culture of continuous improvement?
- How do you utilize data-driven decision-making to drive performance?
- What strategies do you use to manage and develop a diverse team?
- How do you handle compliance with regulatory requirements in contact center operations?
- Can you describe a time when you led a successful change management effort?
- How do you ensure effective communication across all levels of the organization?
- What is your approach to managing budgets and financial performance?
- How do you identify and mitigate risks within contact center operations?
- Can you provide an example of a successful project you managed in a contact center environment?
- How do you drive employee engagement and retention in a contact center?
- What is your experience with contact center technologies?
- How do you collaborate with senior leaders to ensure scalability and efficiency?
- Can you describe a time when you had to influence at the executive level?
- How do you monitor and analyze key performance indicators (KPIs)?
- What is your approach to developing and implementing strategic plans?
- How do you handle the challenges of working in a fast-paced, dynamic environment?
