We are seeking an experienced and strategic Senior Director of Call Center Operations (Service Delivery Leader) to oversee and manage multinational call center operations. The ideal candidate will have a proven track record of successfully leading and coordinating call center teams in different geographical locations, driving operational excellence, and ensuring a seamless customer experience.
Develop and implement strategic plans to achieve call center objectives and KPIs across multiple countries.
Lead and mentor a team of call center managers and supervisors in various locations to ensure high performance and employee engagement.
Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction on a global scale.
Collaborate with cross-functional teams to optimize processes and systems to support call center operations in different countries.
Analyze call center metrics and performance data across multiple locations to identify trends and areas for improvement.
Establish and maintain strong relationships with key stakeholders in each country, including clients and internal departments.
Ensure compliance with industry regulations and company policies in all countries of operation.
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