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    Director of Inbound Customer Experience - London, United Kingdom - Quadient

    Quadient
    Quadient London, United Kingdom

    2 weeks ago

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    Description

    Quadient delivers exceptional experiences with passion. We continually strive to innovate and reimage something new. That inspires and motivates people to exceed expectations. Our business success is underpinned by the trust that our clients invest in our products, and in our commitment to delivering the very best solutions. This trust is earned by great people, doing a great job. We call it: The Power of You.

    Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They make us EPIC. Together.

    The Director of Customer Experience for Quadient CE & UKI is responsible for the strategic planning and execution of all Customer Interaction Centre(CIC) operations for Quadient CE & UKI. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, customer self-service, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

    The Director's success is measured by the organization's ability to improve the customer experience and drive customers to Digital Self-Service. This position will lead the Contact Center Operations as part of the Quadient Global Customer Experience Team. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.

    Essential Duties/Responsibilities

    • Collaborate with senior management to develop strategic plans; coordinate with other business units to establish open communication to ensure information is mutually shared to achieve optimal results
    • Maintain relationship with customers in order to facilitate open communication, understand customer perspectives, and monitor customer satisfaction
    • Drive continuous operating improvement and quality performance of regional metrics such as quality, productivity, staffing, attrition and cost
    • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients
    • Identify, analyze and resolve a wide range of technical, process and operational issues, providing quick and decisive solutions
    • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Customer Interaction Centers.
    • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
    • Collaborate with the Global CIC team to share best practices, identify opportunities and deliver on performance metrics
    • Prepare and process annual performance appraisals of direct reports on time. Manage the appraisal process within the team ensuring reviews are processed on time
    • Provide guidance for successful career pathing, succession planning, and talent retention
    • Support Quadient global culture, increase diversity and adapt to flexible a work from anywhere workforce
    • Other duties may be assigned by the Department Head and/or its representatives

    Required Skills & Experience

    • Bachelor of Science degree or higher preferred or equivalent education or experience may be substituted for any of the above
    • Minimum 5 years of Call Center/Contact Center management experience
    • Experience managing managers
    • Effective leadership, business acumen, and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
    • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
    • Exceptional ability to develop and manage results-oriented recruiting and training programs,
    • Ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced environment
    • Understanding of financial policies and budget requirements, including forecasting
    • Extensive understanding of the organization's business operations and industry. Knowledgeable on emerging trends and industry practices

    About Quadient

    At Quadient, we exist to help organizations simplify the connection between their customers and what matters most. From mortgage approvals, medical results, and insurance claims, to accounts receivables, invoices and inbound packages.

    Every day - we help companies manage over 788 million connections with their customers. Our award-winning solutions and best in class customer service are the reasons we have grown to become the driving force behind the world's most meaningful customer experiences.

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