Payoneer Customer Care Director 

Israel, Center District, Petah Tikva 

194459878

What you’ll be spending your time on:

:

• Directly manage a group of team leaders, provide coaching and guidance for them to become exceptional in their role, foster a positive and collaborative work environment
• Set clear performance expectations, conduct performance evaluations and provide on-going feedback
• Develop and implement strategies to boost the team motivation
• Establish excellent relationships with relevant stakeholders, including Matrix relationship, to ensure smooth operation of team responsibilities

Performance Management:

• Monitor and analyze call center metrics and KPIs to assess team and individual performance
• Identify areas for improvement and implement corrective actions to ensure targets are exceeded
• Implement training programs to enhance agent skills and knowledge

Quality Assurance:

• Establish and enforce quality assurance standards to ensure consistent and high-quality customer interactions
• Conduct regular call monitoring and audits to identify areas for improvement
• Collaborate with relevant departments to address product or service issues affecting the customer satisfaction

CX improvement:

• Continuously assess and improve customer care processes, policies, and procedures to enhance the overall customer experience. Implement best practices to resolve customer issues promptly and effectively
• Implement new technologies and tools to enhance the customer experience and the agents productivity
• Collaborate with other departments to resolve escalated customer issues and drive process improvement

Compliance:

• Ensure that the customer care team adheres to all relevant regulations and industry standards, including data protection and privacy laws

For this role you are also:

• Bachelor’s degree in business administration, Management, or a related field (preferred)
• Proven experience (3+ years) in call center management or a similar customer service leadership roles
• Previous experience working in global companies – an advantage
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in call center software and customer relationship management (CRM) systems.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Problem-solving skills and the ability to handle challenging customer situations.
• Flexibility to work in a fast-paced and dynamic environment.
• High level of English – Must