Payoneer Published: November 1, 2019
Job Type
Level of education
Undergraduate
Spoken Language needed
Hebrew, English
Level of Hebrew
Medium
Location of job
Petach Tikva
How many relevant years experience do you require for the role:
More than 3 years

Description

We’re looking for an Operations Director to join of our Customer Care Management team and lead our growing teams of Data Analytics, Tech, Knowledge and Project Management in the Customer Care Department.

The ideal candidate has experience initiating and leading cross-organization projects, data-driven mindset and a high level of proven management skills.

The Customer Care Operations Director will manage different domains, working on different aspects of the below:
- Creating and defining all cross-department customer processes and journeys.
- Managing the implementation of new processes and products.
- Ensuring data accuracy and consistent reporting capabilities by designing and building the optimal data seating.
- Supporting and developing all the global department systems and their business rules
- Developing different metrics that incorporate unlike predictive modeling for managing the global department budget (from HC to systems).
- Initiating and leading cross-organization projects to support the company goals.
- Building metrics - for incentive, service levels and meeting all department goals.
- Developing workforce scheduling forecasting requirements

What’s the job?
- Leading and developing a team of data analysts, working on validation of Customer Care Department goals with actionable ways to improve operations.
- Building, managing and forecasting customer service trends in the short- and long-term and bring insights that will guide strategic decisions and uncover optimization opportunities.
- Anticipate future demands of headcount, technology and budget within the global department and design/implement solutions to meet these needs.
- Implementing and building new and existing knowledge items in the internal and external knowledge base, building processes to improve cross-organizational customer journey.
- Managing all Customer Care technical systems, improving efficiency by developing automation of various systems and exploring new ones.
- Develop and grow the management capabilities of professional team leaders.

Requirements

- 5 years of experience managing analysis teams and extracting business insights from data
- Minimum 3 years of experience leading teams
- 2-3 years proven experience in strategic planning
- headcount allocation in customer care/service department or planning units
- Experience with productivity metrics in call centers – an advantage
- Technical operational systems and project management experience – must
- Strong SQL skills, ability to perform effective querying involving multiple tables and subqueries.
- Excellent MS-Excel skills and experience with BI tools.
- Strong problem solving, quantitative and analytical abilities.
- Experience working with and creating databases and dashboards using all relevant data to make informed decisions.
- Strong ability to plan and manage numerous processes, people and projects simultaneously.
- Excellent communication, collaboration and delegation skills, experience in a fast-growing environment.
- High level of English - Must.
- BA in Industrial Engineering and Management – strong advantage – or BA in Statistics, Economics, business administration or similar.
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