Executive Director - BPO Operations (Global Experience)

manages and oversees teams that handle customer interactions via phone calls with international clients

• Team Leadership:

  Leading, mentoring, and motivating teams of customer service representatives handling international voice interactions.

• Performance Management:

  Monitoring key performance indicators (KPIs), setting performance targets, and implementing strategies to improve team performance.

• Quality Assurance:

  Ensuring adherence to quality standards in all customer interactions, including call handling, issue resolution, and customer satisfaction.

• Customer Relationship Management:

  Building and maintaining strong relationships with international clients, understanding their needs, and addressing their concerns effectively.

• Process Optimization:

  Identifying areas for process improvement and implementing strategies to enhance efficiency and customer experience.

• Training and Development:

  Providing training and development opportunities for team members to enhance their skills and knowledge.

• Reporting and Analysis:

  Generating reports on team performance, analyzing data, and providing insights to management.

• Conflict Resolution:

  Handling escalated customer complaints and resolving complex issues in a timely and professional manner.

• Resource Management:

  Ensuring optimal staffing levels, managing budgets, and allocating resources effectively.

• Staying Updated:

  Keeping abreast of industry trends, best practices, and technological advancements in the field of international voice process.

Skills and Qualifications:

• Excellent Communication Skills:

  Exceptional verbal and written communication skills in English, and potentially other languages depending on the specific international market.

• Strong Leadership Abilities:

  Proven ability to lead, motivate, and manage teams effectively.

• Problem-Solving Skills:

  Ability to analyze complex issues, identify root causes, and develop effective solutions.

• Customer Focus:

  A strong commitment to providing excellent customer service and exceeding customer expectations.

• Technical Proficiency:

  Familiarity with CRM systems, call center technology, and other relevant software.

• Experience:

  Relevant experience in international voice process or customer service management.

• Adaptability:

  Ability to adapt to changing priorities, work under pressure, and handle diverse customer interactions.

Career Path: