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Our client is a world-class provider of personalized marketing solutions. They offer high value/low cost branded marketing products to small and medium businesses through multiple channels, with low minimum order quantities and high levels of customer care. They operate across 10 locations globally with facilities in Europe, North America, Africa, and Asia. For their newest contact centre in Okinawa, Japan, we are looking for a Site Director.
This is an exciting opportunity for a hands-on and experienced and successful Contact Centre Site Director. The Contact Centre Director will be responsible for the set up and continued day to day operation of the site and responsible for the development, continuous improvement and delivery of strategic sales and customer care initiatives. You will manage the vendor relationships and you will be in charge of managing service levels and identify opportunities, meeting sales targets and weekly KPIS
What you will do:
Lead and manage the development and ongoing operations of the outbound, inbound and administrative functions, of growing contact centre site
Leads the team by delivering on commitments and managing by example.
Demonstrates an approachable, consistent and professional demeanor. Motivates the team to action. Recognizes and reinforces personal and professional accomplishments
Ensure the overall employee experience is positive and conducive to the success of the contact centre
Assist with implantation of strategic sales plans, ensuring they are in alignment with the company’s objectives
Assist with development of site operational bi-annual budgets and continually monitor for budget adherences through weekly KPI reporting
Responsible for driving and delivering revenues associated with the sales teams and targets
Responsible for high performance of the inbound contact centre teams that support customer care related calls and queries
Manage metrics, performance criteria, policies and procedures to continuously improve the contact centre productivity
Work with internal Training and Quality teams to proactively and continuous improve quality and support coaching initiatives
Responsible for communicating strategy to management team and cascading goals and objectives in order to achieve desired results
Partner with respective Operational Support and Talent teams to attract, develop and retain employees
Support and drive the company’s rewards and recognition programs and drives employee engagement and initiatives
Maintain current knowledge of industry trends and innovations
We are looking for candidate with:
Fluent English and Japanese
Bachelor’s Degree preferred
Previous and recent experience in managing contact centre teams and leaders
Natural people leader who understands how to motivate and inspire teams while leveraging performance data
Proven experience in Procedure Development and Process Improvement
Deep analytical skills and proven experience in creating reports, dashboards, and creating business recommendations based on data
Excellent hands-on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to business
Excellent communication skills both written and verbal
Technical expertise with contact centre tools and applications
The successful candidate will receive a competitive salary and benefits package.