Sr. Global Customer Care Operations Manager Job in Playa Vista 90094, California Us

What
you’ll do...

As the
Sr. Global Customer Care Operations Manager, you will be responsible for
providing leadership, guidance and direction to our global customer care
organization with a focus on quality, service delivery metrics, compliance and
staff development/enrichment. This
person will be responsible for the development, monitoring performance,
coordination and direct implementation of standardization in the customer
support call center, across all regions. This position will deploy human and technological
resources to maximize efficiency and effectiveness of the call center
activities; acquiring and deploying call center staff to deliver excellence in
customer service. This person will also
be responsible for aligning activities, communication and processes across our
Americas, EMEA and APAC global organization.

 

 

How
you’ll do it...

•       Directing day-to-day activities
of the global internal customer care contact centers.

•       Act as the point of contact and
liaison to all regions for standardization, feedback, best practices and
alignment against individual regional strategies and expansion plans

•       Directing, motivating,
delegating, and empowering the staff to promote successful performance of tasks
and responsibilities while encouraging innovation.

•       Assisting with the development of
the operating plan for the department, which would include forecasts of service
levels, resources and expenditures.

•       Supporting group and department
goals across the globe as required for planning and implementation of
strategies that guarantee customer satisfaction, service levels, and support of
performance criteria.

•       Assist in hiring; ensure
appropriate assignment of shift hours by scheduling vacation, holidays and
training times.

•       Oversee, monitor, and verify
output of individuals and work teams.

•       Training, supervising, assigning
projects and evaluating the performance of team members.

•       Work with the Training Group to
ensure proper curriculum and training development for employees.

•       Foster communication and teamwork
both within and across Belkin partnerships, facilitating open communications.

•       Tap employee’s knowledge and
experience to improve processes, procedures, and the work environment.

•       Resolve escalated customer issues
quickly and in a manner that satisfies the customer while educating employees
associated with the issue to resolve such issues without escalation.

•       Resolve employee issues in a
manner that meets employee needs.

•       Take steps to resolve gaps in
call center performance, eliminating inefficient/ineffective handoffs from systems
and create

•       seamless integration between in
Customer Care, globally

•       Provide call center Supervisors
with regular performance feedback, develop support and access to resources
while engaging

•       Supervisors in a process of self development.

 

What
you’ll need...

•       Exceptional coaching, motivation
and performance development skills.

•       Exceptional analytic and critical
thinking skills.

•       Project management skills
preferred.

•       Strong organizational skills,
attention to detail, written and oral communication skills.

•       Must be proficient with Microsoft
Office with strong Excel, PowerPoint, and Word skills.

•       Preferred experience using call
center scheduling software.

•       Must be willing to work evenings
and weekends as needed.

 

What
you’ve done...

•       BA or BS degree or equivalent
experience.

•       Minimum of 3-5 years call center
operations management experience within a high volume multi-client Call Center
environment. This is a mandatory
requirement. Those without call center operations management experience will
not be considered.

•       Experience managing global call
center operations, particularly in EMEA and APAC

 

What
you’re getting into...

We’ve
got big collaborative spaces for your big ideas, so bring an open mind and
leave your suit in the closet. We all are committed to creating unique and
rewarding consumer experiences. Everyone is interested in succeeding – for the
team, for themselves and for the business. Cross-functionally and across the
company, everyone has common goals and aspires to be their best.

 

You will
learn something new or at least look at things differently every day. There are
so many smart and creative people around

that you’ll
be motivated to pursue the ideal.

 

Team
spirit is infectious. Belkin is an extremely open workplace, where
communication is essential. Not every idea will be accepted, but you’ll be
asked for your point of view. Innovation thrives on multiple and varied levels.
At Belkin we challenge conventional wisdom and refuse to accept that something
cannot be done.

 

Do
it

For more
details and to apply for this position, visit us at www.belkin.com/careers

For creative roles, please ensure to have a link to
your portfolio.

We are committed to diversity. Belkin is an Equal Opportunity and Affirmative
Action Employer M/F/D/V. We maintain a drug-free workplace and perform
pre-employment substance abuse testing.