customer support director

توضیحات آگهی

Overview Alibaba Travels is seeking an experienced Customer Support Director to lead and scale its customer support and contact center operations This role is responsible for the end to end performance of a large multi channel support organization serving millions of travelers across the customer journey Reporting to CEO the Customer Support Director will define the operational strategy for support drive service excellence across all channels and ensure the organization delivers consistent efficient and high quality service at scale This role works closely with Product Operations Technology and Commercial teams to align support operations with business objectives and to continuously improve the customer experience Responsibilities Own the end to end operations of the customer support and contact center function across all channels phone chat ticketing email and social Lead structure and develop a large support organization including team leads workforce management quality assurance and training functions Manage day to day contact center operations ensuring service levels queue management and response times are consistently met Own workforce planning forecasting shift scheduling and capacity management to balance service levels with operational efficiency across peak and off peak demand Define monitor and deliver on operational KPIs and SLAs such as service level first response time resolution time occupancy and CSAT Design document and continuously improve support processes escalation paths and quality frameworks to ensure consistent service delivery at scale Lead the selection implementation and optimization of contact center technology CRM and support tools Drive automation self service and AI based solutions to improve efficiency capacity and cost to serve Build operational dashboards and reporting and turn performance data into actionable improvements for management Manage the support budget vendors and outsourcing BPO partners ensuring performance standards and cost control Partner cross functionally with Product Operations Technology and Commercial teams to resolve root causes and prevent recurring issues Requirements 10 years of experience in customer support or contact center operations with several years leading large teams at a manager director level Proven track record of managing and scaling contact center operations ideally in e commerce marketplace travel fintech or another high volume environment Strong expertise in contact center operations including workforce management forecasting scheduling and capacity planning Deep command of operational metrics and the ability to drive performance through data service level AHT resolution time occupancy CSAT cost to serve Hands on experience with contact center platforms CRM and support tooling including automation and AI based solutions Excellent leadership coaching and people development skills with the ability to lead and grow large operational teams Strong operational analytical and budgeting capabilities with experience managing vendors and outsourcing partners Outstanding communication and stakeholder management skills able to report at the executive level and collaborate cross functionally Good command of English for reading reporting and working with international tools and partners Bachelor s or Master s degree in a relevant field تهران تهران کوی بیمه تمام وقت شرکت سفرهای علی بابا معاون مدیر ارشد جنسیت تفاوتی ندارد اینترنت تجارت الکترونیک خدمات آنلاین