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Site Director

Posted On: Mar 19, 2023

Location: Georgetown, Demerara, GY

Company: Qualfon

Job Summary

This role requires a multi-talented leader with deep customer care and customer experience progressive work experience to help Qualfon evolve its customer care organization, internally and externally, in Guyana. The ideal candidate will be obsessive about setting and achieving targets, fostering a strong team environment across campaigns, and thinking strategically and analytically about how the next shift in performance, efficiency, effectiveness, and strategic tactics will be made. This operations leader will be expected to connect the dots across business targets, user flows and experiences, tools/infrastructure, and operational capabilities.
This role will be expected to set and execute on a customer service strategy across Qualfon direct-to-consumer markets in Guyana and to oversee and manage Tier One and Fortune 500 North American clients. In addition, this role will  lead an internal team, serve as the voice of the customer to clients and executives across the business, work with product and engineering to proactively solve customer issues, build out and expand into revenue-generating channels, and establish the analytical infrastructure to derive insights from customer care.
The Site Director oversees, leads, and manages the site(s) overall, driving outcomes in myriad areas such as facilities, security, IT, infrastructure, government relations, public relations, etc. This Site Director acts as the primary spokesperson for the site, managing interactions with government agencies and the media.  Leads efforts, in a matrixed capacity, to ensure client satisfaction and the consistent performance and delivery for the site overall. Represents the site in client and regulatory audits. Advise on and lead efforts to select and build out new locations in Guyana for potential expansion.  The Site Director is the face of the Company in Guyana, and the ideal client will exhibit exceptional leadership abilities to support exponential growth in this market. 

Area of expertise (Skills)

Essential Duties and Responsibilities:
•    Lead the Guyana site(s) overall, ensuring the operation’s health overall. Ensure that client targets, metrics, and financial objectives for this multi-client location based in Georgetown
•    Oversee, design, and develop approaches to drive exponential growth in this market
•    Lead customer care efforts, building out and executing on the client and operational roadmap rooted in SLA and KPI adherence and performance
•    Establish and evolve reporting on SLAs, KPIs, and other relevant insights, regularly present data to clients and internal leadership
•    Manage customer care support vendors and SaaS tool relationships as applicable
•    Evaluate existing systems and processes and implement redesigns to improve KPIs and efficiency
•    Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals
•    Oversee the deployment of technology and features that improve the customer experience, alleviate the burden on its agents, and facilitate efficient operations
•    Act as a change agent, systematically driving continuous improvement and operational excellence
•    Stay abreast of overall business targets, schedules, and activities
•    Work closely with other functions to be the voice of the customer, providing insight and metrics on historic and anticipated challenges
•    Lead other groups to address customer-impacting issues, armed with clear, data-driven business cases
•    Follow emerging trends and best practices in customer service to identify continuous improvement and efficiency/productivity opportunities
•    Create and manage process and training for retention in all customer communications
•    Prepare forecasts of expenditures/costs, tickets, types of issues, escalations, budgets, etc.
•    Manage the appropriate budgets and ensure staffing and tier 1 & 2 workforce planning adequately cover customer complaint/inquiry volume within SLAs
•    Oversee the training and development of current/new hires to provide the level of service that exceed customer expectations
•    Ensure full compliance with all regulations, compliance, and audit reports
•    Lead internal and external (client or regulatory) audits for the site
•    Represent the site as the dedicated spokesperson for government and media

Other Skills and Experiences (Min)

Experience & Skills:
•    A minimum of a Bachelors’ degree is preferred, or equivalent work experience
•    10+ years of customer care, customer service, call center operations, and/or consulting experience
•    10+ years of experience in a people management role preferred
•    15+ years of experience in BPO/customer service/call-center preferred
•    Six Sigma certification highly preferred
•    Experience with subscription services, billing, and/or billing systems. Experience with telecommunications and healthcare preferred
•    Experience presenting to senior leadership, partnering cross-functionally, and driving change
•    Complete understanding of call center operations, vendor management, operating procedures, and performance metrics; strong knowledge of CRM, call center software tools, and cloud-based telephony
•    Demonstrated leadership and ability to work independently with minimal direction
•    Demonstrated ability to establish a positive working environment, coach, and guide teams
•    Demonstrated ability developing streamlined onboarding and training programs into client programs and campaigns.
•    Established competency in creating and rolling out customer service processes, policies, and procedures
•    Highly developed problem-solving skills and sound decision-making combined with analytical experience is required; ability to analyze data, identify issues, and implement process improvements
•    Ability to prioritize and manage multiple priorities successfully; proven ability to manage improvement projects