Wave recrute 01 directeur du support client mondial
Job description
The Global Customer Support Director will oversee our customer support operations across all five of Wave’s markets, focusing on our 500+ person support teams in Senegal and Côte d’Ivoire
The Director will be responsible for overseeing the customer support services globally, the management of our customer support teams, and the coordination with support product and engineering team. The Director will oversee team-wide processes and performance, including support staffing, scheduling, and budgeting, with the end goal of providing consistent, high quality experiences for our users, agents and merchants.
In this role, you’ll;
- Drive operational performance of all customer service activities through established SLAs and KPIs with a focus on operational efficiency
- Own the pricing and profitability of all support business lines
- Develops a strong, sustainable team by mentoring, developing, rewarding, and retaining talent
- Direct and efficiently manage all the customer service activities and performances across 5 countries
- Effectively communicate internally and cross-organizationally
- Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
- Establish a workforce management framework to ensure that customer service contact volumes can be managed within defined service level agreements
- Ensure the reporting of all data
Key details
- Location: You’ll work from our office in Dakar with some travel to our other main support office in Abidjan.
- Work authorization in Senegal.
- Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months.
- We pay 100% of your health care insurance premium cost for yourself and your dependents.
- We support working parents – we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized childcare when you return to work.
- We help you live your fullest life now! We subsidize gym memberships, fitness classes, and workout equipment.
- Airtime reimbursement
- Free food and a beautiful office space
Requirements
- Fluent English and French
- BS degree in Business Administration or related field
- 7+ years of experience proven working experience as a Customer Service Manager, call center experience preferred
- Excellent knowledge of management methods and techniques
- Experience leading a 200+ person team of support/operational staff
- Ability to adapt to a dynamic, fast growing environment
You might be a good fit if you
- Ability to think strategically and lead
- A track record of implementing and driving change for organizational efficiency improvements
- Awareness of the industry’s latest technology trends and applications
- Working knowledge of customer service software, databases, and tools
- Strong client-facing and communication skills
- Experience or interest in mobile money or financial services