Contact Centers Director

Job description:

Purpose of the Job

The Contact Center Director leads the strategy, planning, and execution of the organization's customer experience goals. This role ensures a seamless customer journey across all touchpoints by collaborating with department heads. The Contact Center Director is responsible for creating, managing, and executing the customer experience strategy, focusing on enhancing customer satisfaction, efficiency, and profitability. This includes overseeing large contact center teams and budgets, developing AI and automation, and driving continuous improvement and cost reduction. The Contact Centers Director is the torchbearer of a customer-centric culture at Aramex, driving higher satisfaction, NPS, retention, new business growth, and profitability.

Job Description

• Oversee customer service and contact center operations, managing around 500 FTEs to ensure optimal sizing and geographical placement for cost and CX efficiency.
• Implement automation and AI solutions, including BOT deployment and design, to enhance customer experience.
• Ensure collaboration across all business functions to deliver a seamless end-to-end customer experience.
• Collect feedback from customer-facing teams to derive insights and guide them in maintaining a customer-centric attitude.
• Develop and manage a team of customer experience specialists with deep domain expertise.
• Foster strategic thinking and customer orientation within the team.
• Work with directors and heads of other departments to ensure customer-centricity in their work.
• Promote changes in departmental processes to improve overall customer experience.
• Monitor and track ROI on transformation opportunities and drive continuous process improvement.
• Advocate for solutions at the executive level and manage customer escalations.
• Develop and implement an analytics strategy for service delivery, leveraging relevant technologies.
• Establish guidelines and solutions to address customer priorities with a customer-centric mindset.
• Participate in strategic projects to ensure customer-centric implementation.
• Lead units to implement customer experience improvement plans using agile methods.
• Manage and analyze customer voices using NPS, competitive benchmarking, and trend analysis.
• Utilize various tools to collect and analyze customer feedback for actionable insights.
• Create a database to understand customer needs and expectations through data analysis.
• Implement customer satisfaction and recommendation ratings to enrich understanding of customer needs.
• Use Design Thinking to identify customer pain points and plan end-to-end customer journey enhancements.

Job Requirements - Experience and Education

• Bachelor’s degree or higher, preferably with a major/minor in Business Administration, Marketing, Economics, Financial Management, Psychology, or Statistics.
• At least 10 years of proven experience in relevant roles, including customer experience design and management, product development, and collection of voice of customer.
• Experience in the logistics industry and are familiar with Sprinklr.
• Knowledge of quality management systems such as ISO, Six Sigma, and lean leadership is also highly desirable.
• Strong understanding of digital products and services.
• Preferably with strong understanding of Design Thinking, Agile Mindset, or Value Stream Management Approach.
• Self-starter with a strong creative and problem-solving mindset.
• Arabic language is a bonus.

Leadership Behaviors Building Outstanding Teams Setting a clear direction Simplification Collaborate & break silos Execution & Accountability Growth mindset Innovation Inclusion External focus Skills Customer Centric Mindset Leadership Skills Strategic Thinking Presentation Skills Crisis Management Problem Solving Analytical Thinking Team Leadership Communication Skills Influencing Skills