Job Details

Head of Call Centre Performance

Location: Costa Rica, South America, Costa Rica
Salary: Flexible to attract | Ref: 30087

Head of Call Centre Performance – Costa Rica – iGaming Operator

Our client, a leading iGaming operator are realigning their customer operations centre and have a need to hire an individual to focus on improving the employee’s performance.

Responsibilities:

• Experience of providing structured plans and setting clear objectives that implements strategy and drives delivery within a contact centre department
• Experience of creating a culture of learning, to maintain a capable and high performing workforce
• Experience of managing multi-channel operational service centres in large complex organisation
• Demonstrates a passion for customers, Learns and shares knowledge, inspires others to achieve better outcomes
• Ability to interpret customer insight/analytics and feedback to review and improve the customer experience
• Experience of developing teams that takes account of the needs of various stakeholder groups and supports customer and organisational needs
• Excellent interpersonal skills. Proven ability to negotiate and persuade and build and maintain effective working relationships at all levels
• Ability to communicate with, engage and influence team members, customers, partners and stakeholders,
• Develop, implement and monitor a performance management framework that accurately measures team performance in operational and service areas including use of complaints data
• Manage, motivate and develop employees through effective performance management. Ensure you meet and exceed your team and individual performance. Encourage a culture of ownership within employees
• Take responsibility for the training and development program of the team, working with organisational development teams & team leaders to execute
• Monitor customer demand and workflow, prioritising resources where required
• Ensure that all staff comply with security, data protection and confidentiality policies at all times
• Monitor the changing needs of the service, liaising with internal and external customers to assess areas for improvement to develop strategies to address this

Requirements:

• Demonstrable experience in managing performance within a large operations and service centre 150 employees plus
• Excellent people-management experience
• Ideally qualified in Green Belt or Black Belt Six Sigma

Next Steps:

This position requires full relocation to Costa Rica, the client will provide assistance and all visas. If this is something you can consider please apply.