Customer Service Deputy Director

About the role

Invex is seeking an experienced Customer Service Deputy Director to lead and transform its Call Center operations. The role focuses on delivering high‑quality, measurable customer service across multiple channels while driving continuous improvement and strategic initiatives.

Key responsibilities

• Lead the daily operation of the Contact Center, ensuring KPI compliance, service quality, and customer satisfaction.
• Define and execute strategies to achieve NPS, CSAT, Customer Effort Score and First‑Contact Resolution targets.
• Oversee process automation projects, technological initiatives, and profitability analyses to enhance operational performance.
• Manage social media platforms and key customer‑service projects, including SOP and SOW development.
• Analyze quantitative and qualitative customer feedback to identify critical touchpoints and drive improvements.
• Collaborate with Product, Sales, and Marketing teams to represent the customer’s voice.
• Recruit, mentor, and supervise department managers and supervisory staff.
• Monitor budget, generate detailed interaction reports, and ensure agents follow established processes.

Required profile

• Proven leadership experience in call‑center or customer‑service environments.
• Strong analytical mindset with ability to translate data into actionable strategies.
• Excellent communication and stakeholder‑management skills.
• Track record of implementing process improvements and automation.

Required skills