22nd May 2018

Director of Customer Service / Operations

Reference: BBBH14700

Location: Republic of Ireland Job Type: Permanent Date Posted: 22/05/2018

Are you a senior customer service professional within the contact centre environment?

Do you have strong leadership and management experience with proven strategic ability to drive business?

Would you like to work for a leading global company with an excellent remuneration package?

We have a very exciting role to join a a prestigious company with the task of heading up and developing their customer service function. If interested or would like more information call Alex on 02890 313157 or email alex@abacus.jobs

This will be a critical leadership role, with responsibility for the strategy and roadmap to support the foundation items within our operational footprint with focus on process efficiency through automation and outcome focus. That vision will drive our plan, as we strive to deliver a superior customer experience across all customer touch points.

Works with process owners, site leaders, and corporate offices in developing and implementing process improvement activities to enhance productivity and improve customer satisfaction.

Responsibilities:

The Director is responsible for the strategic planning and execution of all contact center and back office functions. Duties include management and development of processes for the continuous improvement of the customer experience. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Director will be continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

The Customer Service Director’s success is measured by the center’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, and adaptation of new proven technologies to increase efficiency. The incumbent for this role will be accountable for organizational optimization and change management to build consistent practices and prepare our workforce for future capabilities. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

Essential Criteria:

Please submit your application or call the specialist Abacus consultant 0044 (0) 28 9031 3157 for a confidential career discussion.

Did you know? Abacus are Northern Irelands only rate Recruiter with 4.7 Stars for customer satisfaction on independent review site Feefo.

If you know someone who is returning/re-locating to NI then tell them about www.belfastforlife.com it has all the information that they will need.

Alex Noble

Alex Noble

Team Leader, Business Services

028 9099 8458

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