Our client, a global TV media company, is currently seeking to recruit a dynamic Regional Customer Operations Head. You will be reporting directly to the Regional Managing Director
You will be responsible in regional end-to end operations. Expected to manage all regional customer contact points, including the outsourced call center and warehouse . Ensures delivery of service and products aligned with the Global CS &SCMstandards. Directly responsible in the performance of the outsourced Call Center, warehouse and the regional support group vis-a vis the CS& SCM KPIs.
ESSENTIAL FUNCTIONS
Customer Service Operations
Technical Support Operations
Branch management (when applicable)
Supply Chain Management
Issues Management and Resolution
Budget and Forecasting
Regional Project management
DUTIES AND RESPONSIBILITIES
Customer Service Operations
Responsible for managing all regional customer touch-points, including the outsourced call center operations and warehouse aligned with the Global CS&SCM and Regional directions
Develops and documents customer service processes and procedures to improve service delivery, customer response and scripting.
Regularly appraises and observes current service procedures and initiates revisions, improvements whenever necessary.
Able to understand and analyze customer issues and concerns and implements solutions
Develops strategies and tactical plans for the department aligned with functional strategies
Supports and implements Sales and Marketing initiatives and campaigns including loyalty, churn prevention, win-back and lead gens and conversions
Monitors customer satisfaction via customer visits and call audits
Ensures quality customer transactions by doing regular monthly calibration process
Monitors customer case resolution within standard turn-around time Acts as the VOC (Voice of the customer ) and ensures capture of customer feedbacks and suggestions
Creates processes and authority levels for decision making on complaints and monitors implementation of write-off adjustment procedures.
Manages all regional transactions which includes payment processing in coordination with Finance
Conducts regular inter-departmental feedback meetings to discuss operational issues and set action plans to resolve and address such.
Utilizes resources and coordinates with other support groups such as IT, Tech
Ops, Finance and Marketing for the resolution of customer complaints within standard turn-around time.
Technical Support:
Ensures efficient process in fulfillment of installation and service calls
Oversees installer assignment and coordinates performance with Global Engineering’s Technical Services
Coordinates special work assignments with installers
Monitors compliance versus commitments
Approves payments for installation services
Coordinates with Global Engineering for any matters pertaining to installations, STBs, technical issues
Supply Chain Management:
Responsible for placing orders for STBs and other goods based on the projections provided by Sales Dept
Ensures all certification, customs and shipping of all incoming STBs and other goods are arranged and monitored
Manage the region’s procurement needs and aligns with Global SCM
Oversees warehouse operations and ensures efficient processes are employed for seamless delivery of goods to dealers and customers
Maintains proper inventory, ensuring availability of goods but prevents overstocking
Coordinates with Global SCM on regional requirements
Admin and HR
Able to manage or participate in projects as Lead or support
Prepares and submits periodic reports to MD and CSFO Head
Monitors compliance and alignment to Global CS&SCM standards
Prepares annual department’s budget and call center forecast and submits this to Global CS&SCM Head and Regional Managing Director.
Job Details
| Date Posted: | 2013-09-03 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Management |
| Company Industry: | Arts/Entertainment/and Media; Management |
Preferred Candidate
| Career Level: | Management |
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Date Posted: September 03, 2013 at 10:33AM
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Regional Customer Operations Head - Manpower Middle East
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