Deskripsi Pekerjaan
Join Full Potential BPO Inc. as our Vice President of Contact Center Strategy and lead the transformation of our customer experience operations. This executive-level role offers the opportunity to shape the future of our contact center services, driving innovation and excellence in customer engagement. You will be responsible for developing and executing comprehensive strategies that enhance operational efficiency, improve customer satisfaction, and increase revenue growth. As a key member of our leadership team, you will collaborate with cross-functional departments to implement cutting-edge technologies and best practices that position our company as an industry leader.
The ideal candidate brings a proven track record of success in contact center management, with deep expertise in strategic planning, process optimization, and team leadership. You will be challenged to think creatively about solving complex business challenges while maintaining a customer-centric approach. This role offers significant growth potential and the opportunity to make a lasting impact on our organization's success in the rapidly evolving BPO landscape.
Tanggung Jawab
- Develop and implement comprehensive contact center strategies aligned with business objectives and market trends
- Lead cross-functional teams to optimize operational efficiency, reduce costs, and improve service quality metrics
- Analyze customer feedback and performance data to identify opportunities for process improvement and innovation
- Drive digital transformation initiatives, including implementation of AI, automation, and omnichannel solutions
- Establish key performance indicators and reporting frameworks to monitor contact center performance
- Collaborate with sales, marketing, and product teams to ensure seamless customer experience across all touchpoints
- Develop and manage contact center budgets, ensuring optimal resource allocation and cost efficiency
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field; MBA preferred
- Minimum of 10 years of experience in contact center operations, with at least 5 years in strategic leadership roles
- Proven track record of developing and executing successful contact center strategies that drive business results
- Strong analytical skills with ability to interpret complex data and make data-driven decisions
- Excellent communication and presentation skills, with ability to articulate vision to stakeholders at all levels
- Experience implementing contact center technologies and digital transformation initiatives
- Demonstrated ability to build and lead high-performing teams in a dynamic BPO environment