Deskripsi Pekerjaan
Sagility is seeking an experienced and visionary Associate Director – Engagement Services to lead our client relationships and drive operational excellence. In this pivotal role, you will partner with executive leaders to define and execute Customer Experience (CX) strategies that foster innovation and deliver tangible business impact. You will be responsible for crafting scalable BPO solutions that not only meet but exceed client expectations, positioning Sagility as a trusted partner in digital transformation.
As a leader in our Engagement Services division, you will oversee the end-to-end lifecycle of client interactions, ensuring seamless solutioning and delivery across complex projects. Your expertise will be instrumental in identifying growth opportunities, optimizing service delivery models, and mentoring high-performing teams. If you are passionate about driving change in the BPO industry and possess a strategic mindset, we want to hear from you.
Tanggung Jawab
- Partner with C-level executives to develop and implement comprehensive Engagement Strategies.
- Drive CX innovation initiatives and lead the design of scalable, high-impact BPO solutions.
- Oversee the end-to-end solutioning and delivery process to ensure 100% client satisfaction.
- Manage key client relationships, acting as the primary point of contact for strategic discussions.
- Lead, mentor, and develop a high-performing team of engagement managers and analysts.
- Identify operational bottlenecks and implement process improvements to enhance efficiency.
- Monitor key performance indicators (KPIs) and deliver regular business reviews to stakeholders.
Kualifikasi
- Minimum of 10+ years of experience in Customer Experience, BPO, or Contact Center operations, with at least 3-5 years in a leadership or directorial role.
- Proven track record of managing large-scale engagements and driving significant business impact.
- Strong strategic thinking and problem-solving abilities with a focus on innovation and scalability.
- Excellent communication and presentation skills, with the ability to influence senior stakeholders.
- Relevant degree in Business Administration, Management, or a related field (MBA preferred).
- Demonstrated experience in client relationship management and solution architecture.
- Ability to thrive in a fast-paced, dynamic environment while maintaining high service standards.