Executive Director - BPO Operations

job description

Director - BPO - manages and oversees teams that handle customer interactions via phone calls with international clients. They are responsible for ensuring high-quality customer service, achieving operational targets, and driving performance within the voice process teams. Key Responsibilities:
• Team Leadership:Leading, mentoring, and motivating teams of customer service representatives handling international voice interactions.
• Performance Management:Monitoring key performance indicators (KPIs), setting performance targets, and implementing strategies to improve team performance.
• Quality Assurance:Ensuring adherence to quality standards in all customer interactions, including call handling, issue resolution, and customer satisfaction.
• Customer Relationship Management:Building and maintaining strong relationships with international clients, understanding their needs, and addressing their concerns effectively.
• Process Optimization:Identifying areas for process improvement and implementing strategies to enhance efficiency and customer experience.
• Training and Development:Providing training and development opportunities for team members to enhance their skills and knowledge.
• Reporting and Analysis:Generating reports on team performance, analyzing data, and providing insights to management.
• Conflict Resolution:Handling escalated customer complaints and resolving complex issues in a timely and professional manner.
• Resource Management:Ensuring optimal staffing levels, managing budgets, and allocating resources effectively.
• Staying Updated:Keeping abreast of industry trends, best practices, and technological advancements in the field of international voice process.

Skills and Qualifications:
• Excellent Communication Skills:Exceptional verbal and written communication skills in English, and potentially other languages depending on the specific international market.
• Strong Leadership Abilities:Proven ability to lead, motivate, and manage teams effectively.
• Problem-Solving Skills:Ability to analyze complex issues, identify root causes, and develop effective solutions.
• Customer Focus:A strong commitment to providing excellent customer service and exceeding customer expectations.
• Technical Proficiency:Familiarity with CRM systems, call center technology, and other relevant software.
• Experience:Relevant experience in international voice process or customer service management.
• Adaptability:Ability to adapt to changing priorities, work under pressure, and handle diverse customer interactions.

Career Path:A Director for an International Voice Process can advance to higher-level management positions within the organization, such as Head of Operations, Vice President of Customer Service, or other related roles. Read more