The US Embassy in Senegal hiring Director Customer Care Center.
Salary: 25,007,886 FCFA/year.
Application deadline: March 20th, 2020.
The Director of the Customer Care Center (C3PO Director) plans and directs operations of the embassy’s centralized customer service desk; manages four Customer Service Portfolio Managers; and provides general work guidance and specific instructions to 13 ICASS LE Supervisors in order to realize cross-sectional projects and solve complex process issues. Serves as de facto Chief of Staff to the Management Counselor, reporting directly to him/her. Improves customer service and operations across the entire range of Management services at an embassy with over 800 clients. Troubleshoots and resolves the most complex and sensitive management issues, working independently with midand senior-level American managers to do so. Generates and analyzes actionable data to guide strategic management decisions. Implements data-driven solutions to improve coordination and accountability across the management platform.
Experience: Minimum of 3 years direct management/leadership experience in English-language, multi-cultural environment; overseas experience for an international company or a company that services an international clientele; and an additional 2 years of supervisory experience is required.
Detailed knowledge of DOS and embassy administrative and office procedures
In-depth knowledge of general management/business best practices, how to lead, inspire, and motivate teams
In-depth knowledge of all Management Section functions and how they interact
Ability to communicate in nuanced English, and adapt to different cultural sensitivities
Senegal law and regulations (commerce, labor, customs, shipping, health, education, law enforcement)
Master’s degree in Business Administration, Management, Statistics, or Hospitality is required.
-Level IV (Fluent) writing/speaking/reading of English is required. (This may be tested)
-Level IV (Fluent) writing/speaking/reading of French is required. (This may be tested)
-Skills and abilities
Must have excellent management, leadership, and supervisory skills. Must have demonstrated effectiveness in customer service and advanced interpersonal skills. Successful applicant will have the following traits: the ability to remain tactful and professional at all times; organizational and time-management skills; flexibility; ability to multitask; analytical skills. S/he will need to create, manipulate, analyze, and interpret numerical data. Should be skilled in multiple Microsoft applications,including: database, word-processing, spreadsheet, and desktop publishing skills. He she should possess the ability to work in a high stress, high production environment. S/he must be able to read complex data reports, analyze, extrapolate data, and apply findings by working with a diverse team of implementers. Must be able to generate actionable insight from report analysis, and know how to translate that insight into concrete process improvements at post.
EQUAL EMPLOYMENT OPPORTUNITY (EEO):
The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.
All applicants under consideration will be required to pass medical and security certifications.