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Automatically translated from French. View the original offer
Regard Beauty is looking for a Head of Telephony & Solutions Contact Center International to ensure the performance, availability and evolution of telephony and customer relationship solutions on an international scale.
Attached to the Information Systems / Operations Department, you will be in charge of managing telephony and Contact Center platforms, optimizing customer communication flows as well as coordinating technological projects related to customer relations.
You will work with Customer Service, CIOs, businesses and external partners to ensure an optimal customer experience, high service continuity and constant tool evolution.
The Head of Telephony & Solutions Contact Center International guarantees the availability, quality and evolution of the Group’s telephony infrastructures and Contact Center platforms. He/she manages voice and customer interactions solutions, supports operational teams in the optimization of omnichannel customer journeys, manages telecom partners and coordinates technological evolution projects in an international environment. Its objective is to ensure reliable and efficient communication, while contributing to the continuous improvement of tools, processes and customer satisfaction.
Bac+5 in Computer Science, Networks & Telecommunications or equivalent training. Minimum 2 years of experience in telephony, Contact Center solutions or customer relationship environments. Experience in an international and multisite context appreciated. Good knowledge of IP telephony technologies, VoIP/ToIP, Cloud Contact Center solutions and network architectures. Knowledge of CRM environments, monitoring tools, call logging and Workforce Management. Experience in the management of suppliers and telecom operators. Ability to manage transversal technical projects. Professional English is essential. Leadership, sense of service, rigor and ability to handle critical situations. Excellent interpersonal skills and ability to collaborate with international teams. Regardbeauty recruits: Head of Telephony & Solutions Contact Center International (H/F) , Freelancer, at AmbaranjanaAntananarivo, Madagascar. Expected profile: Bac+5 minimum, 2 years of experience minimum. Duties The Head of Telephony & Solutions Contact Center International guarantees the availability, quality and evolution of the Group’s telephony infrastructures and Contact Center platforms. He/she manages voice and customer interactions solutions, supports operational teams in the optimization of omnichannel customer journeys, manages telecom partners and coordinates technological evolution projects in an international environment. Its objective is to ensure reliable and efficient communication, while contributing to the continuous improvement of tools, processes and customer satisfaction. Candidate profile Bac+5 in Computer Science, Networks & Telecommunications or equivalent training. Minimum 2 years of experience in telephony, Contact Center solutions or customer relationship environments. Experience in an international and multisite context appreciated. Good knowledge of IP telephony technologies, VoIP/ToIP, Cloud Contact Center solutions and network architectures. Knowledge of CRM environments, monitoring tools, call logging and Workforce Management. Experience in the management of suppliers and telecom operators. Ability to manage transversal technical projects. Professional English is essential. Leadership, sense of service, rigor and ability to handle critical situations. Excellent interpersonal skills and ability to collaborate with international teams.
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