Director Call Center Operations

Our ClientOur client is a leading multi-national IT Consulting company.Your ResponsibilitiesResponsible to provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for making customer experience at best.Deliver results against a defined scope of work that includes performance reporting, that exceeds customers��� expectationsMaintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,Experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,Manages interfaces with other Customer Care head of sections to ensure immediate action on customer complaints/ inquiries.Contributes in the implementation of the overall Marketing strategy by providing best-in-class response to customer inquiries and by taking advantage of the Customer Care as additional sales channelManages the implementation of quality standards and practices for Customer Care and ensures compliance with corporate standards, procedures and guidelines.Identify resources and help to develop skilled resources that are able to produce high quality service.Oversees planning, prioritization and assignment of targets and tasks to the entire Prestige and Gold section.Your QualificationsBachelor���s Degree in Marketing/ Business Administration/ Engineering/ IT with 6-8 years years of experience in Customer Care/Contact Center/Customer Experience.Halian GroupWith over 20 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.Our resourcing and smart services help you to realize tomorrow���s potential. Discover the amazing things possible when you bring the right people and the right technologies together.