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Job description / Role
The Contact Center Director will be responsible for the customer support across all touch points (phone, email, chat, etc.). He has to manage the contractual relationship with the Contact Center and its team at different levels, ensuring conformity, execution and quality of service.
He has also to contribute in the transformation of support and operational function, in recruiting the teams, defining the operating models and processes and development of the teams.
Contact Center Director should be able to manage contact center operations in outsourcing frameworks, and should be able to manage the client’s relationship, as well deliver on all operational / contractual KPIs both productivity and quality / VOC KPIs.
Requirements
- 10 years’ experience in customer operations including call center environment with at least 5 years at managerial level
- Telecom background and experience
- Knowledgeable of IT and Telephony architecture of Telecom Operator
- Superior client-servicing sensitivity, ready to be on-call 24/7
- Experience in managing outsourcing operation
- Strong understanding of contact center qualitative and quantitative KPIs,
- Strong understanding of VOC through contact center.
- Strong team development skills and capabilities
- Bachelor's is a must.
About the Company
Starlink is part of the Ooredoo Group of companies established back in 2006. Starlink is the first retailer for mobile and accessories. Since then Starlink has branched out to become one of the largest outsource-managed services provider in multiple areas such as: IT, installations, maintenance and contact centers.