Oversee global customer contact centers, managing diverse teams across phone, chat, web, and email to ensure accurate and personalized support
Job Summary
Oversee global customer contact centers, managing diverse teams across phone, chat, web, and email to ensure accurate and personalized support.
Ensure consistent service quality across regions by utilizing shared service centers and outsourced support teams, while adapting experiences to local languages and cultural expectations.
Partner with IT and digital teams to optimize omnichannel support platforms and leverage data and analytics to improve processes and enhance customer experience.
Matching Summary
Oversee global customer contact centers, managing diverse teams across phone, chat, web, and email to ensure accurate and personalized support.
Skills & Requirements
Must-have
Global customer contact centers
Omnichannel support platforms
Service level agreements (SLAs)
Key performance indicators (KPIs)
Workforce management best practices
Quality assurance
Escalation handling
Nice-to-have
Culture of continuous improvement
Customer-centricity
Local language support
Cultural understanding
Data and analytics leverage
Key Requirements
Bachelor's degree or equivalent relevant experience
Legal authorization to work in the U.S.
Ability to travel up to 25% of the time
12 years' management experience
8+ years in customer service/contact center management