Director, Customer Service Operations

31 International Business Park Full-time

At RedMart, you’ll join a tribe of inspiring people from all corners of the globe; moving fast, provoking change and having plenty of fun along the way. Whether you’re hired to create, solve, sell or support, you will make an enormous impact on our number 1 quest - saving our customers time and money for the more important things in life.


Bring your ideas and join us on our journey to deliver the future.


Role Purpose:

The Director of Customer Service Operations is responsible for the strategic planning and management of all Call Center operations. This position is responsible for providing leadership and maintaining effective service levels for all external customers by utilizing in-depth knowledge of company products and programs as well as members of the Customer Service team.  The successful person for this role will need to have proven experience of leading a service driven contact centre operation, managing an operation through periods of significant growth and change.

Manage the overall performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.


Key tasks and responsibilities

  • Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
  • Lead, inspire, and co-ordinate the contact centre team at all levels to motivate and engage employees.
  • Responsible for the end to end customer contact processes and the associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
  • Responsible for the recruitment, training, induction and coaching across the contact centres.
  • Review and define all contact centre roles, any required shifts and candidate profiles required across the operation.
  • Lead an effective resource planning process, ensuring that resources are fully utilised and any contact demand is effectively covered.
  • Applying best practices, ensure continuous improvement plans and make recommendations based upon the employee and customer insights.
  • Deliver cost efficiencies and increase in Customer Satisfaction Scores.
  • Improve the experience of customer’s interactions with the contact centre team.


A strong team player Attitude & behaviours critical to success

  • Driven attitude to get the job done.
  • Results Oriented
  • Positive attitude and ability to work well under pressure.
  • Highly self motivated and ability to work independently.
  • Ability to adapt to changes in a fast paced environment.


Qualifications needed:

  • 5-7 years experience in a senior management position in a Customer Service
  • Knowledge of call center and logistic systems preferred
  • Ability to deal with multiple stakeholders and rapid changes
  • Performance Management capabilities
  • Reporting and data analytical skills
  • Exceptional leadership and people management skills
  • Excellent listening and comprehension skills
  • Detail and process oriented and multitasking capabilities



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