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Contact Center Site Director in Tunisia, Tunisia

National Pen

About National Pen:

In business for over 50 years, National Pen is a world-class provider of personalized marketing solutions. We offer high value/low cost branded marketing products to small and medium businesses through multiple channels, with low minimum order quantities and high levels of customer care. National Pen operates across 10 locations globally with facilities in Europe, North America, Africa, and Asia and employee over 3500 people through our multi-channel business.

In December 2016 National Pen Corporation was acquired by Cimpress N.V., a leader in mass customisation. Cimpress employs 10,000 people across 30 countries globally and offers a portfolio of more than 20 successful brands including Vistaprint, National Pen, Albelli, Drukwerkdeal, Pixaprinting, Exprint and WIRmachenDruck.

Overview Role :

The Contact Center Site Director is a key strategic and hands-on leadership role responsible for the development, continuous improvement and delivery of strategic sales and customer service initiatives.

You will be responsible for day-to-day contact center operations, management and vendor relationships. You will lead the development; implementation and management of contact center related initiatives and will be in charge of managing service levels and identify opportunities, meeting sales targets and weekly KPIS. Take charge of new process implementations and continue to improve business process and effectiveness across all teams.

What you will do :

  • Lead and manage the development and ongoing operations of the outbound, inbound and administrative functions, of growing contact center site
  • Leads the team by delivering on commitments and managing by example.
  • Demonstrates an approachable, consistent and professional demeanor. Motivates the team to action. Recognizes and reinforces personal and professional accomplishments
  • Ensure the overall employee experience is positive and conducive to the success of the contact center
  • Assist with implantation of strategic sales plans, ensuring they are in alignment with the companys objectives
  • Assist with development of site operational bi-annual budgets and continually monitor for budget adherences through weekly KPI reporting
  • Responsible for driving and delivering revenues associated with the sales teams and targets
  • Responsible for high performance of the inbound contact center teams that support customer care related calls and queries
  • Manage metrics, performance criteria, policies and procedures to continuously improve the contact center productivity
  • Work with internal Training and Quality teams to proactively and continuous improve quality and support coaching initiatives
  • Responsible for communicating strategy to management team and cascading goals and objectives in order to achieve desired results
  • Partner with respective Operational Support and Talent teams to attract, develop and retain employees
  • Support and drive the companys rewards and recognition programs and drives employee engagement and initiatives
  • Maintain current knowledge of industry trends and innovations

What we need from you :

  • Bachelors Degree preferred
  • 10+ years experience in contact center environments
  • 8+ years experience in managing contact center teams and leaders
  • Natural people leader who understands how to motivate and inspire teams while leveraging performance data
  • Proven experience in Procedure Development and Process Improvement
  • Deep analytical skills and proven experience in creating reports, dashboards, and creating business recommendations based on data
  • Excellent hands-on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to business
  • Excellent communication skills both written and verbal
  • Technical expertise with contact center tools and applications
  • Fluent English required

***Please send your CV in English*****

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