Director of Customer Service Optimization
Director of Customer Service Optimization
Posted on :
18-05-2025
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1 Vacancy
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Job Description
Description
We are seeking a highly skilled and datadriven Director of Customer Service Optimization to lead our customer service organization. This role is pivotal in driving the optimization of our customer service operations through data analysis training quality assurance (QA) and technology initiatives.
The ideal candidate will have a robust background in total customer experience with a strong emphasis on leveraging data analytics to drive decisionmaking and improvements. They should possess a passion for enhancing customer experiences through datadriven insights and have a proven track record of implementing automation and efficiency improvements based on comprehensive data analysis.
Key Responsibilities:
- DataDriven Optimization:Utilize data analytics to identify areas for improvement within the customer service organization. Develop and implement strategies to enhance efficiency reduce response times and improve overall customer satisfaction.
- Training and Development:Oversee the development and delivery of training programs for customer service representatives. Ensure that all team members are equipped with the necessary skills and knowledge to provide exceptional customer service through comprehensive training programs. This includes datadriven new hire training ongoing training and targeted training initiatives designed to address specific needs and areas for improvement.
- Quality Assurance:Manage the QA process to ensure consistent and highquality customer interactions by leveraging data analytics. Implement regular datadriven audits and feedback mechanisms to monitor performance metrics identify trends and pinpoint areas for improvement. Use these insights to continuously refine service standards and enhance the overall customer experience.
- Technology and Automation:Lead the integration of new technologies and automation tools to streamline customer service processes. Evaluate and implement software solutions including AIdriven chat and voice systems as well as agent assistance technologies to enhance the customer experience and improve operational efficiency. Utilize AI solutions to analyze customer interactions predict needs and provide realtime support ensuring a seamless and efficient service delivery.
- Performance Management:Monitor and evaluate the performance metrics of the customer service team. Analyze data to set clear goals and objectives and generate regular reports to provide insights into team performance and areas for improvement. Collaborate with other leaders to ensure feedback and coaching are effectively implemented to drive continuous improvement.
- Reporting:Prepare and present regular reports on customer service metrics trends and improvement initiatives to senior management. Take responsibility for the development and maintenance of all metrics and dashboards related to customer service performance. Additionally oversee financial management and controls to ensure budget adherence and costeffective operations.
Key Performance Indicators (KPIs):
- Customer Satisfaction Score (CSAT):Measure the overall satisfaction of customers with the service provided.
- First Contact Resolution (FCR):Track the percentage of customer issues resolved on the first contact.
- Total Case Duration (TCD):Measure the total time taken from the initial customer contact to the final resolution of the case.
- Average Handle Time (AHT):Monitor the average time taken to handle customer inquiries and issues.
- Quality Assurance Scores:Evaluate the quality of customer interactions based on predefined criteria.
- Training Completion Rates:Measure the percentage of customer service representatives who have completed training programs.
- Automation Utilization:Track the adoption and effectiveness of automation tools in customer service processes.
- Operational Efficiency:Monitor metrics related to the efficiency of customer service operations such as response times and resolution rates.
Required Qualifications:
Industry & Technical Expertise:
- 7 years of experience in operations management or customer experience related roles with at least 3 years in the online gaming sports betting or related digital industries.
- Bachelors degree in Business Administration Management or a related field. A Masters degree is preferred.
- Strong analytical skills and experience with datadriven decisionmaking.
- Excellent communication and interpersonal skills.
- Proficiency in customer service software and automation tools.
- Experience working with customer technology solutions API integrations and system integrations.
Strategic & Analytical Abilities:
- Strategic thinker with a datadriven approach to problemsolving and decisionmaking.
- Strong analytical skills with expertise in payment data analytics reporting and KPI tracking.
- Ability to identify and implement process efficiencies and automation.
Stakeholder Management:
- Excellent stakeholder management skills with the ability to influence and negotiate across various departments and external partners.
Preferred Qualifications:
- Experience with realtime payment processing and instant payouts.
- Background in customer experience optimization for payment journeys.
- Familiarity with multijurisdictional gaming regulations.
Required Experience:
Director
Employment Type
Full Time
Key Skills
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