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Grafton is partnering with a forward-thinking fintech company to find a seasoned Contact Center Director to oversee its customer service and support operations. The ideal candidate will be a strategic thinker with a proven track record of delivering exceptional customer experiences. In this role, you will be responsible for leading all aspects of its contact center, including team management, process optimization, and customer satisfaction.
Key Responsibilities:
- Team Leadership: Build, develop, and lead a high-performing team of customer service representatives, fostering a culture of excellence and continuous improvement.
- Strategic Development: Collaborate with cross-functional teams to develop and execute customer service strategies aligned with the company's overall business objectives, driving growth and customer loyalty.
- Performance Management: Establish key performance indicators (KPIs) and monitor team performance to ensure that service level agreements (SLAs) are met, and customer satisfaction levels are consistently high.
- Process Improvement: Continuously identify opportunities to enhance customer service processes, reduce handle time, and increase first-contact resolution, leveraging data-driven insights and best practices.
- Technology: Implement and manage customer relationship management (CRM) systems and other relevant technologies to streamline customer interactions and improve efficiency.
- Quality Assurance: Ensure that the team adheres to quality standards and regulatory requirements, maintaining a culture of compliance and excellence.
- Customer Satisfaction: Monitor customer satisfaction levels and implement initiatives to improve them, driving customer loyalty and retention.
- Collaboration: Collaborate with cross-functional teams to drive customer-centric initiatives, ensuring seamless communication and alignment across the organization.
Requirements:
- Bachelor's degree in business, communications, or a related field.
- 5+ years of experience in a contact center leadership role, preferably in the financial services industry.
- Proven track record of building and leading high-performing teams, with a focus on customer experience and satisfaction.
- Strong analytical and problem-solving skills, with the ability to leverage data-driven insights to drive business decisions.
- Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.
- Experience with CRM systems and contact center software, with a focus on process optimization and efficiency.
- Ability to thrive in a fast-paced, dynamic environment, with a focus on customer satisfaction and loyalty.
Preferred Qualifications:
- Experience with omnichannel customer support, with a focus on delivering seamless customer experiences across multiple channels.
- Knowledge of the fintech industry, with a focus on customer needs and expectations.
- Proficiency in English, with the ability to communicate effectively with customers and stakeholders.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for professional growth and career advancement, with a focus on customer experience and satisfaction.
