QodeNext - Head - Operations - Technical Call Centre

Responsibilities

- Formulate business strategy with others in the leadership team

- Design policies that align with overall strategy

- Implement efficient processes and standards

- Coordinate customer service operations and find ways to ensure customer delight and high NPS (net promoter index)

- Ensure compliance with local and international laws (e.g. data protection)

- Oversee the implementation of technology solutions throughout the division

- Manage contracts and relations with customers, vendors, partners, and other stakeholders

- Evaluate risk and lead quality assurance efforts

- Oversee expenses and budgeting to help the organization optimize costs and benefits

- Mentor and motivate teams to achieve productivity and engagement

- Report on operational performance and suggest improvements

Requirements and skills

- Proven experience as in leadership roles in service industry (tech support experience is preferred but NOT mandatory)

- Familiarity with all business functions including HR, finance, supply chain and IT

- Experience with implementing IT systems

- Knowledge of data analytics and reporting

- Good with numbers and financial planning

- Outstanding communication and negotiation skills

- Excellent organizational and leadership ability

- Analytical mind

- Problem-solving aptitude

- Graduate or Post graduate degree / diploma in management or computer application is desired