Director Operations, Global Contact Center

Amsterdam - Netherlands

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

The Global Contact Center Operations Director will support the Global Contact Center Managing Director in the
execution of organizational strategy with a particular emphasis on service delivery. Be a part of a transformational serve
as a change agent for Global Contact Center transformation and support the Contact Centre leadership in achieving
defined business goals.

The leader will drive operational execution of our Contact Center vision which includes:
Deliver service excellence for all channels (voice chat email SMS self-service and AI) while flexing operational
resources to meet regional and global volume demands
Lead and support a high performing diverse and agile organization helping each member achieve their potential
Ability to communicate effectively at all level of the organization and across multiple geographies
Promote a customer centric focus innovation and passion to serve
Respond to voice of customer and voice of the people insights and analytics to enable impactful changes to
increase client satisfaction and service delivery model
Focus on delivering against service level expectations with a laser focus on KPIs monitoring and maintaining
operational performance as the primary goal for both internal operations and outsources operations
Experience managing the efforts of 400 employees in an environment committed to Service Excellence

Qualifications :

Required:
15 years progressive experience leading a contact center operation providing customer service and/or technical
service desk support
Experience managing geographically and virtually based teams
Experience delivering demonstrable results improving the quality and efficacy of contact center operations
Experience of contact center operations within an internal shared services organization
Bachelors degree in Business International Relations or other related fields
Proficiency in Telephony VOIP Platforms Workforce Management Functions
Up to 25% travel required

Preferred:
Masters degree in Business Management or International Business
Experience in Six Sigma and Agile Methodologies
Experience with Tableau and Business Analytics Tool

Additional Information :

At Deloitte Global people are valued and respected for who they are with opportunities to bring their unique perspectives talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive supportive connected culture with a focus on development flexibility and well-being. This culture makes Deloitte Global one of the most rewarding places to work and to transform your career.

Remote Work :

Employment Type :

Full-time

The Global Contact Center Operations Director will support the Global Contact Center Managing Director in theexecution of organizational strategy with a particular emphasis on service delivery. Be a part of a transformational serveas a change agent for Global Contact Center transformation and suppor...