Head of Global Customer Support

What you will do:

• Manage full scale high frequency Contact center/customer support operations in all assigned countries of presence
• Manage team of supervisors and all contact center teams in countries of presence
• Organize the work processes of the department
• Manage recruitment, building a team, attrition and absenteeism in assigned location
• Structure information & prepares analytics reports within the region
• Manage all key metrics and required level of service in assigned regions on all CS lines (chat, email, inbound calls if applicable) - SLAs, AHT, Abandon rate, FCR, efficiency, utilization of agents and other key Contact center metrics
• Monitor and manages key dashboards and KPIs
• Identify problems in interaction, develops measures and organizes work to improve processes, interacts with departments outside the department
• Forecast and plan the budget and personnel needs of the department
• Define the work plans necessary for the development of recruitment, and the timing of the implementation of these plans in the region
• Define team's need for training & development (team ramp up and training of new supervisors). Manages recruitment funnel, training and onboarding, as well as Quality assurance metrics for the assigned staff in regions
• Provide timely reports to management
• Monitor the implementation of OKRs & main tasks on time
• Maintain favorable working environment

What we expect from you:

• Bachelor's and Masters degree in related areas
• 5+ years of experience working in a contact center environment
• 2+ years of experience as a manager/supervisor in contact centers, managing a big staff team (preferably in different locations)
• Enhanced experience working in Customer support CRM systems
• Strong analytical skills with the ability to interpret data and draw actionable insights
• Excellent proficiency in Microsoft Excel/Google Sheets and other data analysis tools.
• Excellent communication skills, both verbal and written.
• Demonstrated ability to work collaboratively with cross-functional teams.
• Knowledge of Salesforce/Zendesk
• Knowledge of Mobility as a service industry is a plus
• PMP (Project Management Professional) certification is a plus
• COPC CX Certification or knowledge of the Standard is a plus
• Lean six sigma is a plus
• English Advanced level
• Local language
• Portuguese (will be a must)