Customer Support Site Director (Zenni)

COE Site Director COE Manila, Philippines

Description

The Center of Excellence Site Director has a critical role on Zennis award-winning Customer Support team. With your functional expertise as a site director, you will be overseeing all aspects of contact center operations to ensure exceptional customer service, operational efficiency, and regulatory compliance. The Site Director will be responsible for planning, coordination, facilitation, implementation, monitoring, auditing, oversight, and ongoing operational support related to all COE activities. As a strategic leader, you will contribute to the organization's success by driving continuous improvement and championing the voice of our members.

Requirements

Model leadership behavior and communicating with professionalism, fostering a diverse and inclusive workplace

Manages all COE Key Performance Indicators

Responsible for ensuring superior Fulfillment Center morale and effective management of all team member programs

Oversee and manage COE team by orienting, training, coaching, and monitoring team progress; communicating job expectations to employees; reviewing job performance and productivity; planning and reviewing compensation actions; and enforcing policies and procedures

Provide strategic leadership and direction for the contact center, aligning operations with organizational objectives and values

Conduct performance management reviews and provide ongoing feedback to support individual and team development

Manages all equipment and facilities maintenance programs

Serve as a liaison between the contact center and senior management, providing regular reports, updates, and recommendations

Direct the efforts to ensure best in class service delivery and efficiency in alignment with Zenni service and compliance goals

What skills do you need?

Experience in a leadership role with a contact center environment

Proven track record of success in improving contact center efficiency, performance, and customer satisfaction

Excellent communication, interpersonal, and leadership skills

Ability to effectively manage multiple priorities, delegate tasks, and work independently

Ability to trouble-shoot problem areas and recommend and develop effective system and process improvements

Project management and organizational skills

Budget management and financial acumen

Ability to work effectively under pressure and meet deadlines