Call Center Director
Experian Information Solutions, Inc
Heredia, Heredia, Costa Rica
hace 21 horas

Across the globe,institutional investors rely on us to help them manage risk, respond tochallenges, and drive performance and profitability.

We keep our clients at theheart of everything we do. Intelligent and engaged employees are essential toour continued success.

Experian is seeking astrategic, analytical and dynamic professional to join our growing ClientService Operations team. The successful candidate will direct and control the company’soperations and provide strategic guidance and direction to the Board to ensurethat the company achieves its mission and objectives.

Our promise to maintainan environment where every employee feels valued and able to meet their fullpotential infuses our company values.

We’re also committed to inclusion,development and engagement, and corporate social responsibility. You’ll havetools to help balance your professional and personal life, paid volunteer days,and access to employee networks that help you stay connected to what matters toyou. Join us

Experian is seeking astrategic, analytical and dynamic professional to join our growing ClientService Operations team.

The Client ServiceDirector is responsible for driving call center service quality,customer satisfaction and customer and employee loyalty.

Responsibilities :

  • Develop, plan, direct and control strategic short and long-term financial and operational goals and objectives for a broad functional area.
  • Achieves goals and objectives through subordinate managers, supervisors and staff.

  • Participates with other senior managers, directors, and executives to execute cross-organizational objectives.
  • Provide leadership, coaching and mentoring to a group of subordinate managers, supervisors and staff.
  • Makes final decisions on administrative or operational matters and ensures effective achievement of objectives.
  • Ensure budgets and schedules meet corporate requirements
  • Directs and controls the activities of a broad functional area through several department managers.
  • Proactively provides relevant information to executive management to help them understand department work status and progress.
  • Works with executive management team to establish and modify strategic goals as necessary.

  • Develop, plan, direct and implement customer service strategies to improve employee service quality, employee loyalty and retention.
  • Develop, plan and implement tools to track quality of employee and unit performance including resource utilization.
  • Overall responsibility for planning, budgeting, implementing and maintaining costs, methods and employees.
  • Travel will be required to offshore vendors and US call center up to 25% of the time.
  • Strong proven customer service background
  • Ability to think strategically and guide department objectives to help support overall business strategies.
  • Excellent leadership skills.
  • Critical thinking required and creative problem-solving skills.
  • Knowledge of evolving call center technology and experience with automating process to drive better output.
  • 5-7 years managerial experience running a client services call center environment
  • Extraordinary communication skills both verbal and written
  • Bachelor’s degree or equivalent combination of education and related experience
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