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Date: Dec 2, 2017

Location: Kuala Lumpur, 14, MY, 50400

Status: Open Position

Company: Arvato Digital Services LLC - Arvato CRM USA 

Requisition ID: 13458

 

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Position Summary:

Directs the entire operations of the organization's call center facility(ies) as assigned. Implements and reviews policies and operating structure of the call center. Sets standards and guidelines for interaction with customers. Monitors the calls to ensure that the expectations of the customers are met

 

Overall Responsibilities:

  • Overall responsibility for the delivery of overall operational metrics of a regional or global client.
  • Proactively maintains regular engagement with key client contacts in line with client expectations.
  • Ensures delivery of Client KPIs and targets including day to day service levels, customer experience, quality measures and compliance measures
  • Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with recruitment to attract the very best external talent, in line with the agreed framework and succession planning to ensure key roles are filled and individual talent is recognized
  • Deliver well-defined Communication and Engagement to ensure all teams understand the performance of the business and also understand the needs of their teams
  • Responsible and accountable for the operational performance and for meeting/exceeding targets of all required metrics
  • Continuously identify and implement of operational best practices
  • Motivate and effectively performance manage direct reports to ensure delivery of overall targets and the business plan.
  • Select, effectively manage and coach direct reports
  • Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day communication within key workstream
  • Identify and highlight further opportunities for services and process improvements

Job Requirements:

  • Experience with forecasting/scheduling and related software packages.
  • Proven ability to manage people, processes, and technology. 
  • Strategic thinker and tactical implementer.
  • Experience in developing a team in a contact center site, while meeting all operational and financial objectives. 
  • Senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements. Demonstrated experience coaching and developing individuals.
  • Ability to influence and motivate others.
  • Superior English written and verbal and overall communication skills.
  • Excellent leadership and developmental skills
  • Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
  • Must have strong technical, project management, implementation and process improvement skills.
  • General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
  • Extrovert with high level of energy/team player – thrives on working in a fast changing / fast moving environment
  • Used to work independently as part of a global/virtual team – managed a program supporting a global account
  • Industry knowledge in the travel /e-commerce industry / having travelled frequently of benefit
  • Comfortable working as part of a start-up team
  • Experience in providing services to Chinese/Japanese customers – having managed Chinese/Japanese Teams
  • Complaint Management experience desired

 

Education/Experience:

  • 7-20 years call center experience
  • Minimum 5-7 years managing operations in a call center environment
  • Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.
  • Experience in a leadership role in a large contact center setting with extensive client and senior management interface

 

About our company:
Arvato - the spirit of solutions!

We at Arvato provide a comprehensive range of services and solutions to our business partners in the consumer electronics, high-tech, telecommunication, networking and industrial sectors. With more than five decades of experience and our global footprint we create value for our customers and ensure that they are well equipped for the challenges of their markets.

Arvato is a part of Arvato AG/ Bertelsmann, an internationally networked outsourcing provider. More than 65,000 employees design and implement solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services, and the direct-to-customer distribution of educational media. Arvato is a wholly-owned subsidiary of Bertelsmann SE & Co. KGaA.


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