משרות תוצאות חיפוש מתאימות לבקשתך:

we are looking for a Customer Care Director.
As our Customer Care Director, managing the call center located in Israel, you will play a pivotal role in ensuring the smooth and efficient operation of our customer support team.
You will be responsible for leading, motivating, and supervising a team of call center managers and agents, ensuring that they provide exceptional service and meet performance targets. Your expertise will contribute to enhancing customer satisfaction, optimizing processes, and driving overall success.
What youll be spending your time on:
Team Leadership:
Directly manage a group of team leaders, provide coaching and guidance for them to become exceptional in their role, foster a positive and collaborative work environment
Set clear performance expectations, conduct performance evaluations and provide on-going feedback
Develop and implement strategies to boost the team motivation
Establish excellent relationships with relevant stakeholders, including Matrix relationship, to ensure smooth operation of team responsibilities
Performance Management:
Monitor and analyze call center metrics and KPIs to assess team and individual performance
Identify areas for improvement and implement corrective actions to ensure targets are exceeded
Implement training programs to enhance agent skills and knowledge
Quality Assurance:
Establish and enforce quality assurance standards to ensure consistent and high-quality customer interactions
Conduct regular call monitoring and audits to identify areas for improvement
Collaborate with relevant departments to address product or service issues affecting the customer satisfaction
CX improvement:
Continuously assess and improve customer care processes, policies, and procedures to enhance the overall customer experience. Implement best practices to resolve customer issues promptly and effectively
Implement new technologies and tools to enhance the customer experience and the agents productivity
Collaborate with other departments to resolve escalated customer issues and drive process improvement
Compliance:
Ensure that the customer care team adheres to all relevant regulations and industry standards, including data protection and privacy laws