Director Global Services

2 weeks ago


Canada GuestTek Interactive Entertainment Ltd. Full time

Position Title: Director, Global Services

Department: Global Services

Location: Canada/US - Remote



The Director, Global Services is responsible for managing the overall activities and performance of the Global Services team, including the Network Operations Center.



Key Responsibilities:


  • Develop, maintain, and oversee Global Services operations for assigned regions.
  • Monitor Service Level Agreements for customers, ensuring that business and contractual commitments are met.
  • Oversee the activities of the Global Services employees and management in the assigned regions, enforcing high service and professional standards.
  • Develop relationships with other departments and customers to establish scope of services, priorities, and related Service Level Agreements to ensure goals are aligned with key performance objectives.
  • Develop and manage corporate metrics to identify trends, process improvement opportunities, and potential revisions to policy changes.
  • Monitor and improve team performance by providing leadership, coaching and training to team managers/members.
  • Lead development of career paths, training strategies, and personnel development for Global Services team members.
  • Maintain and employ knowledge of industry best practices.
  • Oversee management and performance of satellite centers or outsourced center activities.
  • Participate in setting corporate strategies to support the overall corporate objectives.
  • May involve other strategic projects as applicable.



Qualifications:

  • Minimum 10 years’ experience in customer service and business operations/analysis.
  • Minimum 5 years’ experience in managing a customer service and/or call center.
  • Minimum 5 years in managing a network operations center and/or technical assistance center
  • Knowledge of customer call center workforce and management approaches



Personal Attributes:

  • Excellent customer management skills.
  • Proficient in CRM/customer facing technology including Case Management, Knowledge Management, Imaging, Telephony, and Self-Service.
  • Computer Skills and Networking Skills.
  • Excellent written and verbal communication skills.
  • Experience in building or transforming service centers.


  • Canada WSP Global Inc. Full time

    The brand management and marketing global WSP team is currently seeking a Brand and Marketing Strategy Director to join its growing team. Reporting to the Global Vice President, Brand Management and Marketing, the director will play a crucial role in shaping the organization ’ s overarching marketing and brand strategy, ensuring it remains dynamic and...


  • Canada Ceridian Full time

    Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the United States, Canada, or the United Kingdom. About the opportunity The Global Payroll Sales Director will be an integral part of the Global Payroll team and the global sales team interacting with senior management internally as...


  • Canada WSP Global Inc. Full time

    WSP Global is currently seeking a Manager, Global Internal Communications to join our Global communications team. Reporting to the Director, Global Communications the successful candidate will actively contribute to the direction and implementation of global internal communications at WSP, a rapidly evolving global enterprise.  In a fast-paced...


  • Canada WSP Global Inc. Full time

    WSP Global is currently seeking a Manager, Global External Communications to join our Global communications team. Reporting to the Director, Global Communications the successful candidate will actively contribute to the direction and implementation of global external communications at WSP, a rapidly evolving global enterprise.  In a fast-paced...


  • Canada Expense Reduction Analysts - Global Full time

    Sign in to save Managing Director at Expense Reduction Analysts - Global . Talent Acquisition Specialist | Hiring Key Strategic Executives & Experts for High-Growth, Profitable & Low-Risk Business Partnership @ ERA Group |… ERA Group, a world leader in cost reduction solutions for SMEs, is actively seeking executives to join their Network of...


  • Canada Advotek Recruitment Full time

    This range is provided by Advotek Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range CA$150,000.00/yr - CA$150,000.00/yr Direct message the job poster from Advotek Recruitment Tenacious, determined Staffing expertise - President AdvoTek Recruitment Inc AdvoTek Recruitment...


  • Canada Lasallecollegevancouver Full time

    DIRECTOR OF ADMISSIONS – VANCOUVER CAMPUS Thursday, April 11, 2024 LaSalle College Vancouver is part of the LCI Education Network which is present on 5 continents and has 23 post-secondary campuses and approximately 3,000 employees who support more than 17,000 students worldwide each year. From one country to the next, LCI Education favors the...


  • Canada Canadian Imperial Bank of Commerce Full time

    Director, Real Estate, Global Investment Banking page is loaded Director, Real Estate, Global Investment Banking Apply locations Toronto, ON time type Full time posted on Posted 7 Days Ago job requisition id 2409828 We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing...


  • , , Canada Canadian Imperial Bank of Commerce Full time

    Director, Real Estate, Global Investment Banking page is loaded Director, Real Estate, Global Investment Banking Apply locations Toronto, ON time type Full time posted on Posted 7 Days Ago job requisition id 2409828 We’re building a relationship-oriented bank for the modern...


  • Canada WSP USA Full time

    Reporting to the Director, Global IT Procurement, the Sourcing Specialist, Global IT Procurement will have the following responsibilities: Responsibility - Manage IT supplier relationships: supply contracts and commercial terms, price negotiation, purchase commitment, value added services and performance; - Support Global IT strategies and achieve defined...


  • Canada WSP Global Inc. Full time

    In a context of rapid organizational growth, where opportunities abound for people who love to build and collaborate, this is an opportunity to be a key player in shaping and managing the digital experience for 67,000 employees worldwide. Reporting to the Director, Global Digital Experience, you will be responsible for the employee digital experience. As...


  • Canada Advotek Recruitment Full time

    AdvoTek Recruitment is sourcing a Director, Professional Services with 7+ years of experience for our trusted clients Professional Services team. The client, a Solutions and Software company with a global client base, services the Legal and Corporate Legal markets with a best of breed SAAS Solution.Work with a collaborative team focused on technology, best...


  • Canada Advotek Recruitment Full time

    AdvoTek Recruitment is sourcing a Director, Professional Services with 7+ years of experience for our trusted clients Professional Services team. The client, a Solutions and Software company with a global client base, services the Legal and Corporate Legal markets with a best of breed SAAS Solution. Work with a collaborative team focused on technology, best...


  • Canada Advotek Recruitment Full time

    AdvoTek Recruitment is sourcing a Director, Professional Services with 7+ years of experience for our trusted clients Professional Services team. The client, a Solutions and Software company with a global client base, services the Legal and Corporate Legal markets with a best of breed SAAS Solution.Work with a collaborative team focused on technology, best...


  • Canada Camacam Full time

    Director of Protective Services A vibrant and engaging community in full expansion, the newly amalgamated municipality of Tantramar provides its citizens with a full array of services while offering a rewarding work environment. To supplement its senior management team, the municipality is seeking a dynamic and motivated person eager to fill the...


  • , , Canada Multiplier Technologies Pte. Ltd. Full time

    A BIT ABOUT US We’re at the forefront of one of the most exciting evolutions of our generation - remote staffing. No longer do employers have to hire according to geography, and no longer do employees have to worry about proximity to work and daily commutes. Today, companies can hire the best talent they can find, anywhere in the world. But they need...


  • Canada Multiplier Technologies Pte. Ltd. Full time

    A BIT ABOUT US We’re at the forefront of one of the most exciting evolutions of our generation - remote staffing. No longer do employers have to hire according to geography, and no longer do employees have to worry about proximity to work and daily commutes. Today, companies can hire the best talent they can find, anywhere in the world. But they need...


  • Canada Neon Nyc Full time

    As a member of our Reward and Recognition team, you will be a subject matter expert on all aspects of Compensation. The Director of Compensation will report to the SVP Director of Compensation. This role will be responsible for the build out of compensation strategies that reflect that compensation philosophies and goals of IPG Health globally. Essential...


  • Canada Scholar Idea Full time

    Director, School of Public Policy UNIVERSITY OF CALGARY 2500 University Drive NW Calgary, AB T2N 1N4 Edward McCauley, President and Vice-Chancellor of the University of Calgary has struck an advisory committee chaired by Interim Provost and Vice-President (Academic) Dr. Penny Werthner, inviting applications from outstanding scholars and leaders for the...


  • Canada WSP Global Inc. Full time

    The brand management and marketing global WSP team is currently seeking a Brand and Marketing Strategy Director to join its growing team. Reporting to the Global Vice President, Brand Management and Marketing, the director will play a crucial role in shaping the organization ’ s overarching marketing and brand strategy, ensuring it remains dynamic and...