Head of APAC Call Services
Skills
About the Role
You will lead a dynamic, results-oriented team responsible for the day-to-day operations of Expert Call Services, reporting to the Director of Expert Insights. You'll be accountable for coaching and developing a high-performing team to hit ambitious performance goals while increasing customer engagement. You'll need a strategic mindset, sharp decision-making skills to navigate complex internal and external challenges, and the ability to build strong cross-functional partnerships to drive initiatives forward. You'll identify staffing needs, recruit top talent, mentor your team members along clear career paths, and foster a culture of high performance. You'll drive exceptional, consistent service across all customer touchpoints, track and analyze KPIs, and ensure quality assurance standards are consistently met or exceeded. You'll develop and execute strategies to retain and grow key customer accounts, turning feedback into actionable opportunities, and you'll take end-to-end ownership of projects, proactively resolving roadblocks and improving processes in collaboration with internal partners.
Requirements
- 6+ years of progressive operational experience
- 3+ years of experience managing a team of 10+
- Demonstrated success in leading and motivating leaders and managing high-performing teams
- Proven ability to translate business objectives into actionable operational strategies and scalable processes
- High proficiency in data analysis and using operational metrics to drive large-scale decisions
- Exceptional executive communication skills, written and verbal
Responsibilities
- Proactively identify staffing needs and recruit top-tier talent
- Mentor, coach, and develop team members with clear career paths
- Champion a positive and engaging team culture
- Drive a culture of exceptional service across all customer touchpoints
- Track and analyze key performance indicators through rigorous performance management
- Guarantee delivery of consistently strong customer service meeting company standards
- Develop and execute strategies to retain and grow key customer accounts
- Collaborate with cross-functional partners to remove barriers to growth
- Cultivate high-trust long-term relationships with key customers and stakeholders
- Own projects end-to-end from inception to completion
- Identify inefficiencies and implement process improvements with internal partners