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As an Operations Director you manage segments of the operations of an inbound and/or outbound Customer Contact Centre related to customer rservice, collections, problem resolution, fraud detection/investigation and/or product promotion/sales. This position also serves as a liaison between management information, workforce planning, quality, learning and development, team managers and associates ensuring effective communication, recognition, and team development within the operation. Will also ensure all compliance and regulatory requirements are met. As an Operations Director you will have good verbal and written communication skills, have good personal computer experience and experience with complex communication network is required. Will regularly use various computerised systems for tracking performance and gathering, and/or troubleshooting as needed.

Job Requirements/Competencies:

  • Proven management experience as a team manager or equivalent is required, preferably in the telecommunications/contact centre operations field.
  • Product and services
  • Customer Service Management
  • Customer Support Function
  • Customer Support Policies, Standard and Process
  • Customer Support Service Agreements
  • Service Request Management Process
  • Customer Support Operations
  • Cross-Selling
  • Client Relationship

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