Director Of Customer Support Operations

Director of Customer Operations COE Manila Philippines Description The Director of Customer Operations has a critical role on Zennis awardwinning Customer Support team. With your functional expertise in support operations and management you will be overseeing all aspects of contact center operations to ensure exceptional customer service operational efficiency and regulatory compliance. This role will be responsible for driving improvements in our customer satisfaction by championing quality of service and ensuring customers needs are understood and addressed. Requirements Set the short and long term strategy for support teams with a focus on empathy quality and issue resolution Develop our COE management team Drive improvements in our customer satisfaction by championing quality of service Manage the budget in concert with service standards and unit economics required for business success Ability to take on other teams that are people and process heavy Develop an effective tiered system of support Lead crossfunctional teams and collaborate with internal stakeholders to achieve organizational goals and objectives Provide regular updates to senior leadership on KPIs team performance and progress towards strategic goals Work with Product and Engineering teams to leverage AI and Automation solutions Maintain a feedback loop with Voice of the Customer for insights into customer issues and bottlenecks What skills do you need Experience in a leadership role with a contact center environment Proven track record of success in improving contact center efficiency performance and customer satisfaction Ability to develop and implement effective strategies that align with organizational goals Excellent communication skills for effective collaboration across departments and with various stakeholders Ability to effectively manage multiple priorities delegate tasks and work independently Ability to troubleshoot problem areas and recommend and develop effective system and process improvements Project management and organizational skills Ability to work effectively under pressure and meet deadlines Remote Work : No