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Title
Text copied to clipboard!Global SVP Contact Center
Description
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We are looking for a highly experienced and strategic Global SVP Contact Center to lead and oversee the global operations of our customer contact centers. This executive role is responsible for driving operational excellence, enhancing customer experience, and aligning contact center strategies with overall business objectives. The ideal candidate will have a proven track record in managing large-scale, multi-regional contact center operations and leading cross-functional teams in a fast-paced, customer-centric environment.
As the Global SVP Contact Center, you will be responsible for setting the vision and direction for all contact center operations across multiple geographies. You will work closely with senior leadership to develop and implement strategies that improve customer satisfaction, reduce operational costs, and drive digital transformation initiatives. Your leadership will be critical in ensuring that our contact centers deliver consistent, high-quality service while meeting key performance indicators (KPIs) and service level agreements (SLAs).
You will also be expected to foster a culture of continuous improvement, innovation, and employee engagement. This includes mentoring and developing leadership talent within the contact center organization, implementing best practices, and leveraging technology to enhance service delivery. The role requires strong analytical skills, business acumen, and the ability to influence stakeholders at all levels of the organization.
This is a high-impact role that requires a visionary leader with exceptional communication skills, a deep understanding of customer service operations, and the ability to drive change across a global enterprise. If you are passionate about delivering world-class customer experiences and have the leadership capabilities to transform contact center operations, we invite you to apply.
Responsibilities
Text copied to clipboard!- Develop and execute global contact center strategy aligned with business goals
- Lead and manage multi-regional contact center operations
- Drive customer satisfaction and service excellence across all channels
- Implement digital transformation initiatives to enhance customer experience
- Monitor and improve key performance indicators (KPIs) and SLAs
- Collaborate with cross-functional teams to ensure operational alignment
- Foster a culture of continuous improvement and innovation
- Oversee budgeting, forecasting, and financial performance of contact centers
- Ensure compliance with regulatory and company standards
- Mentor and develop leadership talent within the contact center organization
Requirements
Text copied to clipboard!- Bachelor’s degree in Business, Management, or related field; MBA preferred
- 15+ years of experience in contact center operations, with at least 7 in a senior leadership role
- Proven track record of managing global, multi-site contact center teams
- Strong understanding of customer service technologies and platforms
- Excellent leadership, communication, and interpersonal skills
- Ability to develop and execute strategic plans
- Experience with digital transformation and process optimization
- Strong analytical and problem-solving abilities
- Ability to work in a fast-paced, dynamic environment
- Willingness to travel internationally as needed
Potential interview questions
Text copied to clipboard!- What is your experience managing global contact center operations?
- How have you improved customer satisfaction in previous roles?
- Describe a successful digital transformation initiative you led.
- How do you measure and improve contact center performance?
- What strategies do you use to lead and motivate large teams?
- How do you ensure alignment between contact center operations and business goals?
- What technologies have you implemented to enhance customer service?
- Describe a time you managed a crisis in a contact center environment.
- How do you handle underperforming teams or regions?
- What is your approach to budgeting and cost control in contact centers?
