Global Head of Customer/Partner Operations 7 views1 application
- Salaries £100.000 ~ £125.000
- Experience Level Director
- Total Years Experience 10~20
Our client is looking for a highly motivated and positive individual with deep experience in managing and growing contact centers. The Global Head of Partner Operations has responsibility for our overall partner operations which includes: selection, contract management, commercials, and the business relationship.
The Global Head of Partner Operations will be responsible for driving operational performance by holding partners accountable to achieve a desired customer experience – operational responsibilities will include management of all contact channel functions (voice, chat, ticket, social and email) and working to ensure we maintain an efficient and cost effective operation that creates an effective customer experience in a fast-paced, ever changing environment.
You will be responsible for; Strategic Planning, In-Depth Analytics, Outsource Partner Management, L&D Support and Partner Engagement.
- 10+ years in a Senior leadership role with over 1MM annual contacts leveraging multiple communication channels (phone, chat, social, email, etc)
- Prior Operations / Call Center Management experience is required
- Demonstrated people management skills
- Highly developed communication, follow up and organisational skills
- Knowledgeable on contact center technology such as IVR and Live Chat
- Solid knowledge of business/operational practices and procedures
- Solid analytical skills which result in sound decisions, solutions and recommendations
- Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment