InComm

  • Director, International Customer Care- Philippines

    Job Locations PH-Manila
    Type
    Full-Time
  • Overview

    Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

     

    About This Opportunity

    Provide strategic direction and overall management of International Customer Service. Manage relationships and service objectives with key senior personnel at new and existing third party CS (Customer Service) service providers.

    Responsibilities

    • Manage relationships with key senior personnel at new and existing third party CS service providers
    • Responsible for CS service vendor selection (whether new or existing) as we enter new markets
    • Participate in performance review meetings (remotely) as needed with CS service providers
    • Participate in periodic on site review visits/meetings with CS service providers
    • Review and comment on new and existing contracts for CS service providers
    • Ensure all contractual requirements are being met by CS service providers
    • Institute comparative analysis of multiple vendors to ensure competitive pricing and performance of CS service providers
    • Specify reporting/performance metrics for CS service providers
    • Define and ensure SLAs are met with CS service providers
    • Analyse monthly reporting statistics and make recommendations to CS service providers
    • Develop CS business rules/expectations, and modify as needed to achieve business objectives
    • Help design and implement processes for escalations or communicating common service failures (as reported from consumers, CS service providers, and associated vendors)
    • Assist with design, review, updates and changes of IVRs associated with international call centers
    • Work directly with the Senior Vice President of Customer Operations and maintain current status on all product and system enhancements and rollouts.
    • Represent Customer Operations on product and development initiatives and ensure Care Center requirements are captured, tested and deployed properly.
    • Participate in BRD and RFP requirements gathering.
    • Participate in holiday seasonal forecasting, preparedness and implementation.
    • Set up and implement programs to monitor and manage CS service providers to ensure superior levels of Customer Care are established and maintained.
    • Responsible for personnel management of any direct reports, including; but not limited to, recruitment, training, performance management/appraisals, salary administration, terminations and a commitment to diversity.
    • Manage objectives, set priorities, meet deadlines, and organize projects.
    • Develop and manage operation with budget guidelines
    • Successfully handle escalated customer care calls, which may include customer complaints, and other circumstances that can not be handled in the call center.
    • Other Tasks and Responsibilities as assigned by upper management or Senior Vice President of Customer Operations
    • As needed, work closely with International teams to help define objectives, growth plans, product support and end-to-end customer support models.
    • Drive appropriate departments to ensure networks and infrastructure are defined and built to meet call center requirements.
    • Provide input and guidance toward developing new and inventive care solutions to ensure InComm products remain best-in-class.

    Qualifications

     

     

    • Must have a proven record, with references, of successfully managing call centers for a minimum of 5 years
    • Must have a solid grasp of call center metrics, reporting, and support tools
    • Must be able to maintain a schedule that requires traveling  up to 70% of the time
    • Must be able to travel to international locations, including but not limited to UK, Europe, Asia, Russia, South Korea, Australia, South America, Mexico, Japan, Philippines, and Canada.
    • Must be able to work independently, without direct supervision, and be able to direct and manage the work of others.   
    • Background in managing outsourced call centers is highly recommended.
    • Knowledge of Prepaid Financial Services products is a plus.
    • Communication skills are critical.  Candidates must be able to effectively and appropriately read, write, and speak English. 
    • Multi-lingual (English primary) candidates are preferred; Secondary languages - French, Japanese, Spanish, languages preferred.
    • Computer fluency is required, including knowledge of call center software, MS Office and the Internet.
    • Call scripting and work force management experience strongly preferred. 
    • Must have the ability to multi-task and thrive within a fast-paced, deadline-oriented environment.
    • Should possess a wide degree of creativity, flexibility, and latitude.
    • Must be detail oriented and highly organized with a documented track record of timely project completion.
    • Demonstrated ability to effectively interface with multi-functional groups/personnel within an organization.
    • Must possess a strong desire to provide superior customer care. 
    • Able to make decisions with high level of confidence.
    • Bachelor’s Degree preferred.
    • Internal candidates must be in good stating with attendance and performance. Candidates on a written warning are not eligible to apply. 

     

     

    Management reserves the right to assign or reassign duties and responsibilities to this job at any time.  The information contained in this job description is an overview and is not all inclusive.

     

     

     

    InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

     

    *This position is eligible for the Employee Referral Bonus Program

     

     

     

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