Group Head - Contact Centre
Salary Very Attractive Salary
Consultant Antonio Mazza
Date posted 26 January 2018Jl. Jend Sudirman Kav. 29-31 Jakarta 12920 Robert Walters Indonesia
A leading telco company is looking for a Group Head – Contact Centre reporting to Chief Commercial Officer, you will be leading a the customer related activities (relationship, experience etc..).
About the Group Head – Contact Centre role:
In this role you will be in charge to manage overall processes and activities related to customer service and customer relationship management for all segments on all channels in order to improve and/or maintain overall customer satisfaction.
- Manage and ensure customer service offer (e.g. touch-points, SLAs etc.) are in-line with customer segment expectation, competitive and meet business goals
- Manage and ensure optimal sourcing model for customers service is in place
- Develop and manage systems and infrastructure required for customer services
- Monitor performance and efficiency of customer service quality
- Ensure sufficient feedback loops on customer service to drive continuous improvement on service quality
- Drive initiatives to optimise agent productivity (e.g. training, evaluation, etc.)
- Develop a scalable fulfilment model for digital channel with right mix of in-sourced and outsourced capabilities
- Monitor digital channel operations performance metrics and drive continuous improvement
- Bachelor degree preferably in Management/Business Studies/Economics/Marketing or related fields
- Over 14 years of work experience in a call or operational centre as a leader
- Experience working in financial services (insurance and bank)
- Service delivery experience and experience in the delivery of enterprise services to multiple users across multiple regions will be an added advantage
- Excellent leadership, management, analytic, problem solving, data driven, negotiations, and systematical
- Ability to work independently and deal effectively with complex, changing, and ambiguous environments
This leading technology company is recognised as the leader in their field of expertise. The company is also very focused on developing their people to the highest standards.
If you are a driven and determined entrepreneurial leader and ready to take the next step in your career, this Group Head – Contact Centre job is for you.
Apply now or call me today to discuss this new opportunity.