General Manager Customer Services

General Manager Customer Services
One of our Clients is looking for General Manager Customer Services for the following role.
POSITION TITLE
General Manager Customer Services
POSITION BASED IN
Islamabad - Pakistan
CLIENT'S DETAIL
Leading Telecom Operator
GENDER
Equal Opportunity Employer
PROFESSIONAL QUALIFICATION / EXPERIENCE
· Masters degree with minimum of 10 years experience in call centers/customer care of the telecommunication industry with recent experience in a senior management or executive role.
· Have progressive experience in leading a service delivery function with employees in multiple locations, and significant experience developing and implementing new means for meeting customer demands, change management skills are critical.
PROFESSIONAL EXPERIENCE & JOB RESPONSIBILITIES
· Strategic planning and implementation of customer care initiatives including monthly forecasting of business performance and developing action plans to meet service, timeliness, and accuracy, productivity and business goals.
· Develop strong relationships with functional leaders to not only to deliver quality customer service and support but also to help identify root cause of these contacts to ultimately help eliminate and prevent future customer service/technical support calls.
· Leading the service delivery operations, inclusive of customer service, technical support and support innovation.
· Oversee and innovate process and system improvements in the areas of customer service and technical support.
· Perform root cause analysis and provide timely feedback "upstream" back to the product management/product development team as well as to the marketing and sales team thereby eliminating and preventing service delivery contacts.
· Partner cross-functionally to deliver right-for-me service delivery models across all channels: in product, IVR, web, chat, email, social, etc.
Organizational management of 500 employees as well as outsourced operations;
· Evaluate current organizational structure for maximum quality and efficiency.
· Strong management practices and mentorship to build a culture of excellence with a focus on delighting the customer.
· Define and hold team accountable to performance metrics
· Manage capital and operating budget.
· Demonstrated a track record of success and a proven history of meeting the service delivery needs of a wide range of customers while driving agent performance, monitoring results and appropriately allocating resources.
· Demonstrated competency in creating and executing on strategic plans for customer service and technical support; knowledge of operations a plus.
· A deep understanding of metrics/dashboards that drive an environment and culture of continuous improvement.
· Experience in leveraging third-party partners and alliances creatively to scale up and scale back as necessary.
· Possess strong problem-solving, communication, collaboration, and critical thinking and presentation skills.
· Demonstrate a track record of success in achieving high-impact business results in an ambiguous work environment.
· As a member of the senior leadership team, overall effectiveness is measured through both delivering a WOW customer experience, strong scores, customer retention and cost effectiveness.
· Must be a creative problem solver with a passion for innovation to join our team and revolutionize the way the world does business.
Please send your resume at Faarouq.Siddiqui@gmail.com before 30th January 2010 in WORD FORMAT .Incomplete or Irrelevant CVs will not be entertained.
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