Summary
- Salary
- Competitive
- Team
- Owner Experience
- Location
- Singapore - St James Power Station Headquarters
Accountabilities
Define and develop global contact centre strategy, policies, processes, operating models and formats, frameworks and standards to achieve the overall company’s objectives and blueprint
Accountable for the driving the effective implementation and performance of the regional service teams to these global strategies, directives and standards
Drive transformation of service operations from cost centre, revenue generating to profit centres while achieving world-class service experiences to our customers
Work closely with IT, product owners, regions and 3rd party vendors to capitalise on digitalisation, RPA, machine learning, analytics tools and process streamlining to drive needed transformation from cost optimisation, revenue, operational excellence and customer satisfaction
Ensure the operational delivery of the agreed service standards across all Service channels (contact centre, digital and self-serve) and regions, proactively managing teams on mitigation/ improvement plans where standards and compliance are not met
Led the operational audits programmes and work with the regions to ensure their contact centre operations, are optimised and compliant within agreed Group standards
Defining and executing on initiatives to increase NPS and overall Owner satisfaction YoY via effective global governance to drive alignment on any transformational or technology requirements/plans
Develop global performance matrices and targets and drive improvement opportunities across regions
Work closely with global and regional cross functional teams to drive enterprise-wide initiatives that impact customer experience
Ensuring Aftersales scales to meet the needs of an expanding Owner base in the most cost-effective way, driving down the relative costs of customer service YoY
Accountable for driving adoption of digital capabilities, to increase the profile of self-service through AI, Automation, Machine learning to demonstrate continuous improvement in digital share of activity in regions
Skills Required
A good degree in Business, Engineering and related discipline
Demonstrated contact centre experience in operations, strategy and policies development and vendor management, preferably with a global customer fronting organisation
Proficient in contact centre and repair operations policies, processes, quality assurance, training, workforce management, performance matrix and systems
COPC, 6-sigma, project management and change experience would be an added advantage
Proven successes to drive service transformation and from cost centre, revenue generating to profit centre
Possess strong business process and operations analytics skills
Familiarity with contact centre and repair operations technology to drive down costs and drive value
Experience working in global roles driving performance and transformation in regions
Management of outsourced operations; deep understanding of the outsourcing journey
Strong influencing and collaboration skills, managing diverse stakeholders
Operational excellence, solving problems within set parameters
Possess excellent communication, collaboration and relationship management skills
Ability to plan, multi-task and manage time effectively
Ability to work in a fast paced and challenging environment
Experience in working with international teams, across culture and languages
Attentive to details
Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.