Global Head of Customer Support (Kuala Lumpur, Malaysia)

Global Head of Customer Support (Kuala Lumpur, Malaysia)

OUR CLIENT IS OPEN TO APPLICANTS FROM OVERSEAS

Our client is a dynamic, fast moving organization that specializes in providing services for trading in the financial markets. With 1000+ employees, they have grown fast since their formation in 2008.  They are now looking to hire a Global Head of Customer Support.

Role Purpose

Lead the strategic and operational management of the Customer Support department. This department focuses on attaining the best customer outcomes and the highest quality and lowest cost possible. The head role is responsible for ensuring delivery targets are met, systems are established and refined to scale the business, and the employees have the best experience and skill development available.

Overall success measurements:

• Customer satisfaction (improve average survey score)

• Improve quality (improve average quality audit score)

• Improve efficiency (reduction in cost per ticket or cost per hour)

• Reduce contact ratio (defects per active user)

• Customer retention (Improve overall %)

• Duration of customer resolution time (net total time reduction)

• eNPS (improve employee satisfaction score)

• Project completion (meet completion target %)

• Launch of new global sites and integration into Support standards

Responsibilities

• Hire and retain the highest customer support people talent
• Ensure this talent has the needed skills to service all Customer Support services
• Train and upskill this population to advance through our client’s functions globally
• Performance manage all employees within the department via delivery, competencies, and cultural evaluation metrics
• Perform capacity planning to ensure correct staffing
• Analyze and improve the customer journey and experience through Customer Support
• Develop gains in efficiency to reduce the total time for resolutions
• Develop and improve customer satisfaction metrics with clear data categories of process, policy, people, and product
• Take support interaction data to drive better product/ services performance to reduce contact rates and improve the customer experience
• Review and improve process and policy to ensure the best solutions, compliance, and experience is delivered
• Design projects with appropriate structure, ownership, and resources to transform our client’s service offerings through more channels, languages, modalities, etc. for customers
• Segment and specialize our client’s service offerings through customer delineation and agent training to ensure the best outcomes possible
• Drive customer support to be a reason for retention of our client’s customers
• Provide executive level leadership around Customer Support initiatives globally while contributing to other company priorities
• Provide reporting that demonstrates all aspects of operational delivery, customer experience, and people development and speak to the details on each

Qualifications

• 10+ years with senior level leadership in a contact center environment

• 5+ years forecasting staff needs and costs modeled off of customer growth and contact rates

• 3+ years of executive level experience dealing with companywide initiatives, presentations, and communications skills

• 5+ years of people management experience with data around improving performance and satisfaction/ retention improvement

• 3+ years driving product/ process improvement initiatives based on data
• 5+ years in a Global role sensitive of 24×7 service needs and cultural drivers of success
• Bachelor’s Degree, preferably in technical and/ or financial backgrounds, Engineering, Mathematics, Physics, Finance, Economics, etc.

Technical Skills

• COPC certification preferred

• Data Analysis, capturing, storing and reporting historical statistics (call, Chat, email volumes, AHT, service level, forecast accuracy, etc)

• Must have strong mathematical and statistical skills to maintain accurate data reporting

• Proficiency in Microsoft Office Applications including Word & Excel and other relevant software

• Knowledge of ACD/Call routing, Telephony PBX inbound/ outbound

• Functional Knowledge of operating WFM software