Job
Description
Role Overview: You will be joining Teleperformance as a Director, Operations - Ecommerce, where you will oversee service delivery for an Ecommerce account and contribute to the growth of the function. Your role will involve managing large-scale operations, financials, implementing strategies, ensuring customer satisfaction, and driving continuous improvement. Key Responsibilities: - Manage large-scale operations for an Ecommerce program, supervising a team of 400 FTEs. - Handle financials, cost control, and data management aspects of the process. - Implement company-approved strategies and set strategic goals in alignment with seniors, peers, and the team. - Oversee customer support processes to enhance customer satisfaction. - Build relationships with clients and decision-makers to create new business opportunities. - Propose innovative solutions and ensure continuous improvement in operations. - Establish metrics for evaluating efficiency and effectiveness, identifying areas for enhancement. - Review and evaluate business procedures, implement policies to improve day-to-day operations. - Plan, direct, control, and monitor budgets to achieve financial objectives. - Communicate new directives, policies, or procedures to managers and maintain morale within the operations staff. - Enhance customer service and satisfaction through policy and procedural changes. - Coordinate efforts among teams and project a positive image of the organization to stakeholders. Qualifications Required: - Preferred Bachelor's degree or above. - 12+ years of experience in operations and Customer Experience Management in International markets. - Possess analytical thinking, proactive attitude, and excellent interpersonal skills. - Detail-oriented, productive, accountable, and able to work under tight deadlines. - Strong organizational and leadership abilities. - Proficiency in data analysis and performance/operation metrics. - Flexibility to work in shifts. (Note: No additional details about the company were provided in the job description) Role Overview: You will be joining Teleperformance as a Director, Operations - Ecommerce, where you will oversee service delivery for an Ecommerce account and contribute to the growth of the function. Your role will involve managing large-scale operations, financials, implementing strategies, ensuring customer satisfaction, and driving continuous improvement. Key Responsibilities: - Manage large-scale operations for an Ecommerce program, supervising a team of 400 FTEs. - Handle financials, cost control, and data management aspects of the process. - Implement company-approved strategies and set strategic goals in alignment with seniors, peers, and the team. - Oversee customer support processes to enhance customer satisfaction. - Build relationships with clients and decision-makers to create new business opportunities. - Propose innovative solutions and ensure continuous improvement in operations. - Establish metrics for evaluating efficiency and effectiveness, identifying areas for enhancement. - Review and evaluate business procedures, implement policies to improve day-to-day operations. - Plan, direct, control, and monitor budgets to achieve financial objectives. - Communicate new directives, policies, or procedures to managers and maintain morale within the operations staff. - Enhance customer service and satisfaction through policy and procedural changes. - Coordinate efforts among teams and project a positive image of the organization to stakeholders. Qualifications Required: - Preferred Bachelor's degree or above. - 12+ years of experience in operations and Customer Experience Management in International markets. - Possess analytical thinking, proactive attitude, and excellent interpersonal skills. - Detail-oriented, productive, accountable, and able to work under tight deadlines. - Strong organizational and leadership abilities. - Proficiency in data analysis and performance/operation metrics. - Flexibility to work in shifts. (Note: No additional details about the company were provided in the job description)
