What are the responsibilities and job description for the Director of Customer Engagement position at Stelvio Group?
Job Overview
We are seeking a dynamic Call Center Operations Leader to oversee the performance, efficiency, and overall management of Stelvio Group's customer engagement center. This role will focus on vendor partnerships, operational excellence, customer experience, and team leadership.
Key Responsibilities:
We are seeking a dynamic Call Center Operations Leader to oversee the performance, efficiency, and overall management of Stelvio Group's customer engagement center. This role will focus on vendor partnerships, operational excellence, customer experience, and team leadership.
Key Responsibilities:
- Lead a high-performing customer service team, ensuring best-in-class support for inbound inquiries.
- Manage external vendor relationships, from onboarding to performance evaluation, with a focus on optimizing costs without sacrificing service quality.
- Oversee operational procedures, training initiatives, and workforce planning to maintain efficiency.
- Implement and enhance call center processes, ensuring compliance with performance standards and KPIs.
- Monitor and adjust staffing models to align with business needs and maximize service levels.
- Drive incentive programs that align with business objectives and enhance team performance.
- Assess offshore and nearshore vendor options to maintain a balance of cost and quality.
Leadership & Strategy:
- Build and mentor a team across 4 locations responsible for analytics, training, and overall call center performance. There's circa 60 people at each location.
- Provide coaching, support, and development opportunities to ensure high engagement and productivity.
- Evaluate the potential for an in-house call center model and pilot strategies where applicable.
