Manager, Global Contact Centre

2 months ago

Singapur, Singapore Dyson Full time

Accountabilities

Define and develop global contact centre strategy, policies, processes, operating models and formats, frameworks and standards to achieve the overall company’s objectives and blueprint

Accountable for the driving the effective implementation and performance of the regional service teams to these global strategies, directives and standards

Drive transformation of service operations from cost centre, revenue generating to profit centres while achieving world-class service experiences to our customers

Work closely with IT, product owners, regions and 3rd party vendors to capitalise on digitalisation, RPA, machine learning, analytics tools and process streamlining to drive needed transformation from cost optimisation, revenue, operational excellence and customer satisfaction

Ensure the operational delivery of the agreed service standards across all Service channels (contact centre, digital and self-serve) and regions, proactively managing teams on mitigation/ improvement plans where standards and compliance are not met

Led the operational audits programmes and work with the regions to ensure their contact centre operations, are optimised and compliant within agreed Group standards

Defining and executing on initiatives to increase NPS and overall Owner satisfaction YoY via effective global governance to drive alignment on any transformational or technology requirements/plans

Develop global performance matrices and targets and drive improvement opportunities across regions

Work closely with global and regional cross functional teams to drive enterprise-wide initiatives that impact customer experience

Ensuring Aftersales scales to meet the needs of an expanding Owner base in the most cost-effective way, driving down the relative costs of customer service YoY

Accountable for driving adoption of digital capabilities, to increase the profile of self-service through AI, Automation, Machine learning to demonstrate continuous improvement in digital share of activity in regions

Skills Required

A good degree in Business, Engineering and related discipline

Demonstrated contact centre experience in operations, strategy and policies development and vendor management, preferably with a global customer fronting organisation

Proficient in contact centre and repair operations policies, processes, quality assurance, training, workforce management, performance matrix and systems

COPC, 6-sigma, project management and change experience would be an added advantage

Proven successes to drive service transformation and from cost centre, revenue generating to profit centre

Possess strong business process and operations analytics skills

Familiarity with contact centre and repair operations technology to drive down costs and drive value

Experience working in global roles driving performance and transformation in regions

Management of outsourced operations; deep understanding of the outsourcing journey

Strong influencing and collaboration skills, managing diverse stakeholders

Operational excellence, solving problems within set parameters

Possess excellent communication, collaboration and relationship management skills

Ability to plan, multi-task and manage time effectively

Ability to work in a fast paced and challenging environment

Experience in working with international teams, across culture and languages

Attentive to details


Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.

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