Nov 12, 2019
Full time
About the role:
We have an exciting opportunity for a dynamic, hands on and analytical person to join our team in the role as Global Call Centre Director (Sales) , here at Kognitiv. Working alongside a global team with offices in Austria, US, Hong Kong and the UK you will take the initiative and be the driving force behind our call centre’s productivity and the customer's experience.
The objective of the role is to ensure that all call centre staff are appropriately scheduled, trained, spending their time effectively and helping our customers consistently in a way that "wows" them. In doing so, you will help the team increase sales, reduce costs, improve the team’s efficiency as well as ensuring that the phenomenally high level of service remains intact! You will be part of driving efficiencies through technology - helping drive process improvement.
Areas of responsibility will include (but not be limited to):
Enable and motivate team members to deliver exceptional consumer experiences through ongoing support, development, empowerment and positive reinforcement.
Review short- and long-term staffing plans to drive strategic focus of annual planning, quarterly forecasting and daily service level goals.
Coach the team to ensure the quality of the consumer experience meets the appropriate standard and fosters problem solving and critical thinking.
Gain insights from data by developing reports, metrics, and KPIs. Lead improvement initiatives to ensure goals are met.
Lead by example in driving a culture of client centricity and ensure that the call centre is managing day to day activities appropriately to create the best employee and client experience possible.
Manage performance standards and conducting staff evaluations.
Ensure continuous improvement of the consumer experience by investigating and addressing root causes in a way that benefits the consumer and the business.
Work closely with executive management team to ensure effective inter-departmental communication.
Facilitate positive and proactive operations by developing relations with other departmental groups and key stakeholders.
Improve the operational systems, processes and policies in our call center - specifically, support better management reporting, information flow and management, business process and organizational planning.
Ensure compliance with the company's policies while maintaining the highest level of customer satisfaction.
Who Are You?
To be successful in this role, we are looking for someone who is organized, detail oriented, and brings great travel call centre experience to the role! You will be flexible and adapt well to change in a rapidly growing company. Communication and collaboration are key for you and your ability to navigate ambiguity as well as maintaining strong relationships cross-departmentally (and geographically) is second to none.
You are data driven and thrive on getting to the bottom of what needs to be done to enable and optimise an efficient, high performing and passionate team.
Travel call centre experience is mandatory
Min 5 years of experience and proven success developing and managing a high-performance travel call center/customer service team(s), preferably within an environment with a large volume of incoming calls
Extensive experience with travel call center infrastructure
Ability to use data and analysis to drive decision making
Ability to connect with staff at all levels and provide hands on enthusiastic leadership to effectively manage change
Experience leading front-line teams with a minimum of 50+ travel agents
Ability to set strategy and follow through on tactical implementation and execution of initiatives
Must demonstrate leadership, judgment, and ability to resolve complex situations with employees through impressive coaching skills
We are a passionate, innovative organization with 247 employees globally and we are looking for exceptional people to come and join us. This is an exciting opportunity to work for an international business, in a high energy environment with a collaborative, smart and passionate team. If you like the sound of us and the role; get in touch!
Here at Kognitiv, we don’t just accept difference - we celebrate it! Greater diversity means greater variation in ways of thinking, perspectives and approach. And we thrive on it for the benefit of our employees and our clients. Kognitiv are committed to creating an inclusive environment and all employment is decided on the basis of qualifications, merit, fit and business need. We always welcome international candidates to apply providing they are eligible to work and live in Canada.
