Regional Director of Call Center Operations
3 days ago
**Why Verifone**:
For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.
Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it's developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.
**About the role**:
**What you'll do**:
- Lead and manage the call center teams across the region to deliver exceptional customer service.
- Develop and implement strategies to improve customer experience, streamline processes, and reduce costs.
- Monitor call center performance metrics and analyze data to identify areas for improvement.
- Ensure that call center operations comply with all company policies and procedures, as well as applicable laws and regulations.
- Collaborate with senior management and other departments to identify and implement process improvements and best practices.
- Manage staffing levels, including recruitment, training, and scheduling of customer service representatives.
- Build and maintain relationships with key stakeholders, including clients, vendors, and internal departments.
- Stay up-to-date with industry trends and best practices in call center operations and implement changes as needed to improve our services.
- Develop and manage the regional call center budget.
**What qualifications will you need to be successful?**:
- Bachelor's degree in business administration, management, or a related field.
- 10+ years of experience in call center management, including at least 5 years of experience managing multiple call centers.
- Excellent communication skills, both written and verbal.
- Positive attitude with a lot of energy
- Exceptional stakeholder and relationship management skills
- Strong leadership skills and the ability to coach, motivate and inspire a team.
- Proven track record of meeting or exceeding call center performance metrics.
- Excellent problem-solving skills and the ability to think strategically.
- Experience with call center technologies, including phone systems, customer relationship management (CRM) software, and workforce management (WFM) software.
- Ability to travel to various call center locations within the region.
**Our commitment**:
Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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