Take the lead in transforming the Support Center into a proactive force for customer satisfaction. Guide a high-performing hybrid team to innovate processes and improve efficiency.In this pivotal role, you are responsible for the entire global Support Center function, implementing effective strategies that transition from reactive to proactive support. Your leadership will foster an environment of continuous improvement, focusing on reducing escalations while enhancing first-contact resolutions. Through developing talent and leveraging technology, you will shape a world-class support experience.Key Responsibilities:• Oversee global support operations across regions• Drive consistency in performance metrics and processes• Innovate escalation pathways for seamless service• Implement comprehensive QA and training systems• Promote knowledge-sharing for team capability enhancementRequirements:• Experience in leading global technical support operations• Strong grasp of high-urgency customer dynamics• Proven success in reducing escalation rates• Capable of navigating cross-functional teams effectively• Experience with automation in support functionsSteer the Support Center towards excellence, ensuring a culture of performance and continuous learning while driving customer success.#J-18808-Ljbffr
Director Of Support Center Driving Performance And Customer Success
ESENTIRE, INC.
southwestern ontario, southwestern ontario
Published 27 days ago
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