Director of Customer Service and Contact Center Operations

Compétences requises

We seek a strategic and meticulous Service Delivery Head to lead comprehensive customer service and contact center operations, ensuring flawless execution from start to finish. The successful candidate will demonstrate refined operational leadership, outstanding interpersonal skills, and a proven track record in managing diverse stakeholders, teams, and service performance within dynamic settings. Key Responsibilities: Oversee the complete lifecycle of service delivery for assigned projects or accounts, guaranteeing timely and high-caliber outcomes that meet client expectations and service level agreements (SLAs). Collaborate with cross-functional teams, clients, vendors, and stakeholders to enhance operational efficiency. Track project advancements, delivery schedules, potential risks, and escalation protocols while overseeing daily operations, resource allocation, and workflow optimization. Cultivate and sustain strong client relationships, serving as the primary liaison for all delivery-related communications. Conduct consistent progress assessments, generate performance reports, and implement tracking mechanisms. Pinpoint process enhancements and integrate industry-leading operational practices. Uphold adherence to corporate policies, quality benchmarks, and client-specific mandates. Provide leadership in team management, performance evaluation, and conflict resolution.

Profil recherché

Required Skills & Qualifications: Extensive background in service delivery, operations management, project coordination, or client services. In-depth knowledge of end-to-end operational workflows and delivery oversight. Exceptional verbal and written communication capabilities. Strong proficiency in stakeholder and client engagement. Capacity to juggle multiple projects and priorities with precision. Analytical thinking paired with exceptional organizational acumen. Expertise in handling escalations and driving expedient resolutions. Competency in Microsoft Office tools and project tracking/reporting systems. Preferred Qualifications: Bachelor’s degree in Business Administration, Management, Operations, or a related discipline. Prior experience in IT services, staffing/recruitment, managed services, or client operations is advantageous. Familiarity with SLA/KPI management and reporting frameworks. Key Competencies: Strategic leadership and team coordination. Client relationship cultivation and retention. Commitment to operational excellence. Persuasive communication and executive presentation skills. Exceptional time management and multitasking abilities. Sharp analytical and problem-solving capabilities. Secteur : Management